Custom fields

Field types

Pick a Format: Text, Number, Date, Boolean, Single select, Multi select or User. Select types take their choices from Possible values (one per line); the others don't.

Scope

• Projects — leave For all projects ticked to show everywhere, or untick it and pick one project.
• Trackers — further narrows which ticket types the field appears on within that scope (e.g. only Incidents). Leave All trackers ticked to show on every type.
• Shown to — "To any users" shows the field to every role; "To these roles only" shows it on the ticket form and page only to the checked roles (Owners and Admins always see it). It isn't a permission: the value is still in exports and the API, so it is no way to keep something secret from customers — leave that off a customer-visible ticket altogether.

Text-specific options

• Min/max length, Regex — validated on save; a value that fails is rejected with an error, not silently truncated.
• Text formatting (rich text) — allows the same bold/italic/code toolbar as ticket descriptions instead of plain text.
• Link values to URL — renders the value as a clickable link using this as the href template.

One list that depends on another

A single or multi-select can take its options from another field's answer: set Options depend on to a single-select field, and you get one box per answer that field offers — "Platform" shows these applications, "Support" shows those. The same cascade the built-in Category → Sub-category → Item uses, for the fields you invented.

• The field stays hidden on the form until its parent is answered, and says which field to answer first.
• An answer you map nothing to simply offers nothing, and a required dependent field is only required once it has something to offer — so a half-finished mapping can never make a ticket type uncreatable.
• Changing the parent on an existing ticket clears a child answer the new parent never offered. Reports group by the stored value, so leaving a stale one there would be worse than losing it.
• Filters still offer every option the field can ever hold, regardless of the parent — "every ticket about the Scheduler" is a question about the Scheduler, not about teams.

Other options

• Required — blocks creating/saving a ticket in scope until the field has a value.
• Used as a filter — lists the field first in the Tickets filter drawer.
• Searchable — the Tickets search box matches the field's text.
• Default value (not on select fields) — pre-fills new tickets in scope; agents can still change it before saving.