Custom fields allow you to extend the standard ticket, account, and custom object information with additional data specific to your business needs. This guide explains how custom fields work and how to use them effectively. These fields provide flexibility to capture and manage specialized information beyond standard fields. They can be added to tickets, accounts and custom objects, enabling you to:
  • Collect specific business information
  • Standardize data collection
  • Enable advanced reporting
  • Automate workflows based on field values

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Field sources

Custom fields can be associated with different sources:

Ticket fields

Fields that appear on tickets for tracking specific ticket-related information

Account fields

Fields that store account-specific information and appear on account records

Custom object fields

Fields that extend custom objects with additional attributes and data points

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Field configuration

Each custom field can be configured with various properties:

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Field types

The Thena platform supports a wide range of field types to capture different kinds of data. Each type has specific properties and validation rules.

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Text fields

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Numeric fields

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Date and time fields

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Choice fields

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Specialized fields

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Advanced fields

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Validation

Field validation ensures data quality and consistency across tickets, accounts, and custom objects.

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Validation types

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Advanced validation

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Error handling

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Best practices

Field design

• Use clear, descriptive names
• Choose appropriate field types
• Set helpful default values
• Add descriptive hints
• Consider source-specific needs

Field management

• Review field usage regularly
• Archive unused fields
• Document field purposes
• Maintain consistent naming
• Monitor cross-source relationships

Validation design

• Keep rules simple and clear
• Provide helpful error messages
• Use appropriate validation types
• Test edge cases
• Consider source-specific needs

Error handling

• Show errors immediately
• Provide clear guidance
• Offer error resolution
• Log validation issues
• Handle cross-source validation

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API reference

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Create custom field

{
  "name": "device_type",
  "displayName": "Device Type",
  "description": "Type of device the customer is using",
  "type": "SELECT",
  "isRequired": false,
  "isActive": true,
  "options": [
    {
      "label": "Mobile",
      "value": "mobile"
    },
    {
      "label": "Desktop",
      "value": "desktop"
    },
    {
      "label": "Tablet",
      "value": "tablet"
    }
  ],
  "defaultValue": "desktop",
  "validation": {
    "pattern": null,
    "min": null,
    "max": null
  }
}

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Available operations

The structure and available options for custom fields depend on the field type selected. The example above shows a SELECT type field with predefined options.
Each field type has its own specific configuration options and validation rules.