Custom Attributes
Custom attributes let you add structured, project-specific fields to every ticket. A support project might need a "Customer Name" and "Contract Tier"; a dev project might need "Affected Version" and "Environment". Each project defines its own independent set, regardless of project type.
Where to configure
Admin → Projects → Edit a project → Custom Attributes section
Changes take effect immediately — new fields appear on all future ticket create forms and detail panels in that project.
Attribute types
| Type | UI control | Use for |
|---|---|---|
| Text Input | Single-line text box | Short values: names, IDs, versions |
| Text Area | Multi-line text box | Longer free-form text |
| Single Select | Dropdown — one option | Category, tier, environment |
| Multi Select | Multi-choice list | Tags, affected areas, teams |
| Date Picker | Calendar — single date | Target date, reported date |
| Date Range Picker | Calendar — start + end | Scheduled windows, sprint dates |
Configuring a field
Each field requires:
| Setting | Rules |
|---|---|
| Label | Display name shown to users. Max 100 characters. |
| Field name | Internal key — auto-generated from the label, lowercase with underscores (e.g. customer_name). Must start with a letter; only letters, digits, and underscores. Max 50 chars. |
| Type | One of the six types above. Cannot be changed after tickets have values. |
| Required | If on, the field must have a value before a ticket can be saved. |
Maximum 10 custom attributes per project.
Cascading selects
A Single Select field can cascade from another Single Select in the same project. When a parent option is chosen, the child dropdown filters to only the relevant child options.
Example: Region → Sub-region. If the user picks "Europe", only European sub-regions appear.
To configure cascading:
- Create the parent Single Select field with its options.
- Create a child Single Select field and set Cascades from to the parent field.
- In the child's options table, set the Parent value column for each option — this is the parent option value it belongs to.
Reordering fields
Use the up/down arrows next to each field in the builder. The order here is the order users see on the ticket form and detail panel.
Deleting a field
Removing a field from the builder and saving permanently deletes all stored values for that field across every ticket in the project. This cannot be undone.
Deleting a custom attribute field removes all ticket values for that field immediately. Export any data you need before deleting.
How fields appear on tickets
- Create form — custom fields appear below the standard fields. Required fields block submission if empty.
- Ticket detail panel — all custom attribute values are visible and editable. Changes save immediately.
- Viewers — can see values but cannot edit them.