Overview
During a case investigation, it’s essential to review all available information to avoid missing critical details. Custom Fields are particularly important as they contain case-specific data not captured by standard fields. Each case can have unique custom fields, so always check these to ensure you have a complete understanding of the case.
Accessing Custom Fields
To view the custom fields of a case:
Select a case: Navigate to the Cases page and select a case.
Open Custom Fields: In the case view pane, click the Custom Fields tab to view all custom fields for the case.
You can manually edit the values of custom fields.
Custom field mentions in case descriptions
Embed custom field mentions directly in a case description for high visibility. Learn more here.
Edit Case description: In your Cases page, open the desired case. Go to the Overview tab and scroll down to the Description. In the top right of the collapsible Description panel and click on the Edit icon.
Embed mention: Use
[mention://custom_field/<field_name>]to embed a custom field mention in the description.
Save edits: Click outside the edit box to save your edits and display embedded objects in view.
Custom fields are displayed with an icon, field name, and value.
If you update the custom field value in the custom field list, it will automatically update the mention in the description.
