Custom Fields

Custom Fields allow organizations to capture structured, domain-specific metadata on Tickets, Customer profiles, and Organizations without modifying the core database schema.

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1. Supported Field Types

• Text: Short single-line strings (e.g. order_id, device_serial).
• Textarea: Multi-line formatted text blocks (e.g. environment_details).
• Dropdown / Select: Single option from a predefined list (e.g. operating_system, tier_level).
• Boolean / Toggle: True/false flags (e.g. is_production_outage, requires_nda).
• Number / Decimal: Numeric values (e.g. affected_user_count).
• Date / Timestamp: Calendar picker inputs (e.g. warranty_expiration).

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2. Staff-Only Privacy & Customer Portal Scoping

Custom field definitions include a Staff Only toggle:

• Public Fields (staff_only: false): Rendered on public web forms, visible to customers in their self-service portal, and returned in customer-scoped API queries.
• Staff-Only Fields (staff_only: true): Visible exclusively to authenticated agents and administrators. Stripped automatically from customer responses to prevent data leaks.

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3. REST API Reference

Create Custom Field

POST /api/v1/custom-fields
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "entity": "ticket",
  "key": "device_serial",
  "label": "Medical Device Serial Number",
  "field_type": "text",
  "is_required": true,
  "staff_only": false
}

List Custom Fields by Entity

GET /api/v1/custom-fields?entity=ticket
Authorization: Bearer <API_TOKEN>