Custom fields let you capture and organize additional case information specific to your organization's requirements. They support various data types for accurate categorization and thorough case analysis.
Learn how to review custom fields during a case investigation.
Automating Custom Fields
1. Adding Custom Fields
Use the Add a custom field to a case step, selecting from types like short text, number, boolean, or list single select for tailored data capture.
2. Managing Custom Fields
Use the Set custom fields values and Remove custom field from a case steps to update or remove custom fields as needed to keep case data relevant and up-to-date.
The Set custom fields values step allows you to update up to 40 custom fields at once.
3. Retrieving Custom Field Data
Use the Retrieve custom field keys, Retrieve custom field values by key, and List custom fields of a case steps to extract custom field keys or specific values across the workspace for comprehensive case insights
4. Workflow Triggers for Custom Fields
Use the Custom field updated workflow trigger to run a workflow whenever a custom field is added or modified.
Custom field actions are case-specific and do not impact other cases within the workspace.
Practical Applications
Practical Applications
Case Classification: Use the list single select type for a Tier field to classify cases by the required specialty: tier1, tier2, tier3.
Ticket Synchronization: Track related tickets across teams by specifying external ticket IDs in custom fields, ensuring coordinated case resolution efforts.
Sub-Categorization for Detailed Analysis: Employ custom fields for sub-categorizing cases within broader categories, such as IAM scenarios, to gather detailed data for analysis and reporting.
