Custom Fields

Custom fields let you add additional information fields to your ticket creation forms. They work with request types to create dynamic, customized ticket templates that capture exactly the information your team needs.

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How Custom Fields Work

Custom fields are tied to specific request types. When someone creates a ticket using a particular request type, they’ll see both the standard system fields (like title and description) plus any custom fields you’ve configured for that request type.

For example:

• A “Bug Report” request type might include custom fields for bug severity, browser type, and steps to reproduce
• A “Feature Request” request type might include custom fields for business justification, priority level, and target users

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Custom Field Types

Ravenna supports 9 different types of custom fields to capture various kinds of information:

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Creating Custom Fields

There are two ways to create custom fields in Ravenna:

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Method 1: Through Settings

1. Navigate to Settings > Fields in your workspace
2. Click Create Custom Field
3. Fill in the required information:
   • Label: The name that appears on the form
   • Description: Help text explaining what this field is for
   • Type: Choose from the 9 available field types
   • Required: Toggle whether this field must be filled out
4. Click Create to save your custom field

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Method 2: Through Request Type Setup

You can also create and manage custom fields directly within request types:

1. Navigate to Settings > Request Types
2. Select an existing request type or create a new one
3. Drag and drop fields from the right panel into your request type. The right panel has three tabs:
   • Custom: Create new custom fields
   • Existing: Use existing custom fields from other request types
   • System: Add system fields
4. Edit custom fields using the dropdown menu in each custom field item
5. Make fields private by toggling the private option - this makes the custom field visible only for the current request type

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Using Existing Custom Fields

Existing custom fields are non-private custom fields that were created from other request types previously or from settings. You can find them in the Existing Custom Fields tab in the right panel of the request type form. These custom fields are shared across request types, meaning you can reuse them in multiple request types without recreating them.

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Using Custom Fields

Once you’ve created custom fields and assigned them to request types:

1. Ticket Creation: When users create tickets using that request type, they’ll see your custom fields in the form
2. Ticket Display: Custom field values appear in the ticket details
3. Ticket Updates: Custom field values can be updated after ticket creation from the ticket details page

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Best Practices

• Use descriptive labels that clearly explain what information you’re collecting
• Add helpful descriptions to guide users on what to enter
• Mark fields as required only when the information is essential
• Choose appropriate field types to ensure data quality (e.g., use Number fields for numeric data)
• Test your forms after creating custom fields to ensure they work as expected