How attributes work
Regular are tied to the forms they’re added to, so a ticket only carries a field’s value if it was created through a form that includes it.Promoting a field to an attribute removes that scope. The field renders on every ticket in the workspace and agents can set or update its value from the ticket detail sidebar, whether the ticket came from a form, a Slack message, an email, or anywhere else.Example: Turn a Root cause select field into an attribute so agents can categorize any ticket after the fact, including tickets created by email that never touched a form.
Attributes are managed per workspace. A field promoted to an attribute in one workspace does not automatically appear on tickets in another workspace.
Eligible field types
Only field types that render meaningfully outside of a form context can be attributes:- Text Input
- Text Area
- Date
- Date & Time
- Boolean
- Select
- Multi-Select
Create an attribute
You can promote an existing custom field, promote a field straight from a ticket, or create a new attribute from scratch.Promote an existing custom field
Promote an existing custom field
1
Open Fields
Go to Settings > Fields in your workspace and stay on the Fields tab.
2
Add as attribute
Find the field you want to promote, open its menu, and choose Add as attribute. If the option is disabled, the field’s type is not eligible.
3
Confirm
Ravenna moves the field into the Attributes tab and starts showing it on every ticket in the workspace.
Promote a field from a ticket
Promote a field from a ticket
Open any ticket and click the plus button on the Attributes section. The Add a field as an attribute menu lists every eligible field that isn’t an attribute yet. Pick one and it becomes a workspace attribute immediately, without a trip to settings.If the menu shows No eligible fields, every eligible field is already an attribute. Create a new one from settings instead.
Create a new attribute
Create a new attribute
1
Open the Attributes tab
Go to Settings > Fields > Attributes.
2
Create
Click New. The create dialog is the same as the custom field dialog, but the Type picker only offers eligible types.
3
Configure and save
Set the label, description, type, and options, then save. The new field is created and marked as an attribute in one step.
Manage attributes
Open Settings > Fields > Attributes to see every attribute in the workspace.- Reorder attributes by dragging. The order controls how they appear on tickets in the workspace.
- Edit an attribute to change its label, description, or options. Because attributes are custom fields, edits propagate to every form that also uses the field.
- Remove an attribute to stop showing it on tickets. Removing an attribute does not delete the underlying custom field. The field stays available in the Fields tab and on any form that still references it.
Attributes on tickets
By default, attributes appear in the ticket detail sidebar alongside standard fields like status, priority, and assignee, and you can move the Attributes section to a tab if you prefer. Agents can set or update attribute values directly on any ticket in the workspace.Attributes are also fillable while you create a ticket. Open More options on the create form and set them alongside due date and category.Attribute values are stored on the ticket and available anywhere custom field values are:- Filter and sort tickets by attribute value in views, and show attributes as table columns. Attribute columns are hidden by default, so enable the ones you want from the column picker. Sorting is available for single-value types, not multi-select.
- Group and break down tickets by attribute in analytics dashboards.
- Reference attributes in workflow conditions and actions.
- Read attributes from ticket context in agent conversations.
- Show attribute values on Slack work objects, following the same workspace setting as custom fields.
- Include attributes in ticket CSV exports.
Learn more about custom fields, which attributes are built on top of.