Custom fields on cases

Custom fields on cases let administrators capture additional, structured information against cases in the Case Management feature. They extend the standard case fields so your teams can track the details that matter to your organisation, enforce consistent data entry, and report and segment cases more precisely. Custom fields appear in the case creation drawer and the case details, and which fields show can be driven by the case tags applied to the case.

What custom fields on cases do

• Capture extra structured data on case records beyond the standard fields.
• Show or hide fields automatically based on the case tags applied to a case.
• Require fields so they must be completed when creating or updating a case.
• Pre-populate default values based on the user's group.
• Improve consistency, compliance, and governance in how cases are handled.
• Support more advanced reporting and segmentation by case type.

Where to manage case custom fields

Case custom fields are managed under Settings:

1. Navigate to Settings.
2. Open Data & records.
3. Select Custom fields.
4. Open the Cases tab.

All custom fields that apply to cases are listed here, grouped into sections, and this is where you create new fields and configure their behaviour.

Sections

Case custom fields are organised into sections, which act as folders to keep related fields together in the settings area. Use Add new section to create one. Section names are only used for organising fields in settings — they are not shown anywhere else in the product.

Creating a custom field for cases

1. Go to Settings → Data & records → Custom fields and open the Cases tab.
2. Within a section, select Add Fields.
3. Choose a field type:
   • Auto increment — assigns each new case the next number automatically (for example a sequential case reference). Like every field here, it's an optional custom field you set up on the Cases tab; cases don't get an auto-generated number by default.
   • Date
   • Dynamic tags
   • File upload
   • Number
   • Record
   • Select
   • Smart URL
   • Text
   • Time
   • Tree Select
4. Configure the field label and any options for the chosen type.
5. For Select fields:
   • Add the options users can choose from.
   • Enable Allow multiple if users should be able to select more than one option.
   • Enable Colour coded if you want each option to display with a colour.
   • Tick Disable option beside an option to retire it. It can no longer be chosen on new or edited cases, but stays visible wherever it's already set.
6. Save the field.

Use Reorder Fields and Move Fields to arrange fields or move them between sections.

Configuring a case custom field's settings

After a field is created, use its settings to control how it behaves. Select the settings cog next to a case custom field, then configure:

Available for reports

Tick Available for reports to include the field in reporting.

Permissions

Use Permissions to control which users and user groups can access the field. Presets are available for Everyone and Only me.

Required field

Enable Required field to make the field mandatory. When enabled and the field is visible, it must be completed before a case can be saved.

Control visibility

Use Control visibility to limit when the field appears:

1. Select one or more case tags (with a condition such as Contains).
2. The field then appears only when those case tags are applied to the case.

This lets you show fields that are relevant only to certain case types, keeping the case drawer focused.

Default values

Use Default values to pre-populate the field based on a user's group:

1. Select a user group.
2. Assign a default value for that group.
3. Add additional group defaults as required.

Defaults streamline data entry for specialised teams by filling in the most likely value automatically.

Using case custom fields when creating a case

1. Open Case Management and select Create Case. The New Case drawer opens.
2. Relevant custom fields appear based on the case tags selected on the case.
3. Where defaults are configured, values are pre-populated for the user's group.
4. Complete any required fields.
5. Create the case.

How custom fields relate to the rest of Case Management

• Case tags drive visibility — the case tags applied to a case determine which custom fields are shown. Case tags are managed under Settings → Tags & categories → Case tags.
• Default values streamline workflows — group-based defaults speed up data entry for specialised teams.
• Required fields enforce governance — mandatory fields keep case data consistent and complete.
• Better reporting — structured custom field data supports advanced reporting and segmentation across cases.

Frequently asked questions

Where do I manage case custom fields?

Go to Settings → Data & records → Custom fields → Cases.

Can case fields be required?

Yes. Any case custom field can be enforced as mandatory using Required field.

Can a field appear only for certain case types?

Yes. Use Control visibility and select the case tags that should reveal the field. The field appears only when those tags are applied.

Can default values be set for cases?

Yes. Defaults can be set per user group.

Why use custom fields on cases?

To capture structured data, enforce consistent workflows, and improve reporting and segmentation.