> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Fields and tags

> Understanding standard ticket fields and tags in the Thena platform

## Standard fields

<Note>
  Standard fields are built-in fields that come with every ticket. They provide essential information and functionality for ticket management.
</Note>

### Core fields

<AccordionGroup>
  <Accordion title="Identification">
    * **Ticket ID** - System-generated unique identifier
    * **UID** - Human-readable unique identifier
    * **Title** - Brief description of the ticket
    * **Description** - Detailed explanation of the ticket
  </Accordion>

  <Accordion title="Organization">
    * **Organization ID** - Associated organization
    * **Team ID** - Assigned team
    * **Form ID** - Source form reference
  </Accordion>

  <Accordion title="Contact information">
    * **Requestor Email** - Email of the person requesting
    * **Customer Contact** - Associated customer contact
    * **Submitter Email** - Email of the person who submitted
  </Accordion>
</AccordionGroup>

### Default values

<Note>
  The following standard fields have default values at the team level. Each team can customize these values according to their needs.
</Note>

<AccordionGroup>
  <Accordion title="Priority levels">
    Default priorities for each team:

    * **Low**: Routine issues that can be handled during normal business hours
    * **Medium** (Default): Issues requiring attention within standard SLA
    * **High**: Important issues needing prompt attention
    * **Urgent**: Critical issues requiring immediate attention
  </Accordion>

  <Accordion title="Ticket types">
    Default types for each team:

    * **Bug**: Error or issue in the code (Color: #db1f61)
    * **Feature Request**: Request for a new feature (Color: #1f74db)
    * **Question**: Request for information (Color: #1fdb8a)
    * **Task**: Request for a new task (Color: #db7a1f)
  </Accordion>
</AccordionGroup>

### Additional attributes

<CardGroup cols={2}>
  <Card title="Dates and timing">
    * Created At
    * Updated At
    * Due Date
    * Resolution Date
  </Card>

  <Card title="Progress tracking">
    * Status
    * Priority
    * Progress Percentage
    * Time Spent
  </Card>

  <Card title="Status flags">
    * Is Active
    * Is Deleted
    * Is Draft
    * Is Resolved
  </Card>

  <Card title="Metadata">
    * Source
    * Channel
    * Category
    * Version
  </Card>
</CardGroup>

## Tags

<Note>
  Tags provide a flexible way to categorize and organize tickets. They can be used for filtering, reporting, and automation.
</Note>

### Tag structure

<CardGroup cols={2}>
  <Card title="Tag properties">
    * Name (unique identifier)
    * Display Name
    * Color
    * Description
    * Organization ID
  </Card>

  <Card title="Tag metadata">
    * Created At
    * Updated At
    * Created By
    * Is Active
    * Is System Tag
  </Card>
</CardGroup>

### Tag usage

<AccordionGroup>
  <Accordion title="Organization">
    * Categorize tickets
    * Group related items
    * Filter and search
    * Generate reports
  </Accordion>

  <Accordion title="Automation">
    * Trigger workflows
    * Route tickets
    * Set priorities
    * Apply rules
  </Accordion>
</AccordionGroup>

## Best practices

<CardGroup cols={2}>
  <Card title="Field management">
    * Keep data accurate and up-to-date
    * Use consistent formatting
    * Follow naming conventions
    * Regular data cleanup
  </Card>

  <Card title="Tag management">
    * Use meaningful names
    * Maintain tag hierarchy
    * Review and cleanup regularly
    * Document tag purposes
  </Card>
</CardGroup>

## Related resources

<CardGroup cols={2}>
  <Card title="Custom fields" icon="input-text" href="/platform/core-concepts/custom-fields/overview">
    Learn about extending tickets with custom fields
  </Card>

  <Card title="Forms" icon="rectangle-list" href="/platform/forms/overview">
    Configure forms for ticket creation
  </Card>

  <Card title="Workflows" icon="diagram-project" href="/platform/core-concepts/workflows/overview">
    Automate processes using fields and tags
  </Card>

  <Card title="Best practices" icon="book" href="/platform/core-concepts/tickets/best-practices">
    Field and tag management guidelines
  </Card>
</CardGroup>

## API endpoints

### Field configuration

```json theme={null}
{
  "displayName": "High",
  "description": "This is a high priority ticket",
  "isDefault": true,
  "name": "High",
  "teamId": "123e4567-e89b-12d3-a456-426614174000"
}
```

<Note>
  Field configurations determine how data is collected, validated, and displayed in tickets. Changes to field configurations may affect existing tickets.
</Note>

### Available operations

<Accordion title="Field management" icon="rectangle-list">
  ```bash theme={null}
  # Type management
  GET /v1/tickets/type/{id}          # Get a ticket type by ID
  PATCH /v1/tickets/type/{id}        # Update a custom ticket type
  DELETE /v1/tickets/type/{id}       # Delete a custom ticket type

  # Priority management
  GET /v1/tickets/priority           # Get all ticket priorities
  POST /v1/tickets/priority          # Create a new custom ticket priority
  GET /v1/tickets/priority/{id}      # Get a ticket priority by ID
  PATCH /v1/tickets/priority/{id}    # Update a custom ticket priority
  DELETE /v1/tickets/priority/{id}   # Delete a custom ticket priority
  ```

  <Note>
    All endpoints require authentication and appropriate permissions. System default fields cannot be deleted.
  </Note>

  For detailed API specifications, see:

  * <a href="/api-reference/platform/tickets/type" target="_blank">Type Management</a>
  * <a href="/api-reference/platform/tickets/priority" target="_blank">Priority Management</a>
</Accordion>

<Accordion title="Tag management" icon="tags">
  ```bash theme={null}
  # Get all available tags
  GET /v1/tickets/tags

  # Create a new tag
  POST /v1/tickets/tags
  Content-Type: application/json

  # Delete a tag
  DELETE /v1/tickets/tags/{id}
  ```

  For detailed API specifications, see <a href="/api-reference/platform/tickets/tags" target="_blank">Tag Management</a>
</Accordion>