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Custom Ticket Fields

New ticket fields can be added using the 'Custom Fields' Admin panel. Custom fields may be useful for tracking additional values or references that are not covered by the standard fields.

Available Field Types and Options

  • text: A simple (one line) text field.
    • label: Descriptive label.
    • value: Default value.
    • order: Sort order placement. (Determines relative placement in forms with respect to other custom fields.)
  • checkbox: A boolean value check box.
    • label: Descriptive label.
    • value: Default value (0 or 1).
    • order: Sort order placement.
  • select: Drop-down select box. Uses a list of values.
    • label: Descriptive label.
    • options: List of values, separated by | (vertical pipe).
    • value: Default value (one of the values from options).
    • order: Sort order placement.
  • radio: Radio buttons. Essentially the same as select.
    • label: Descriptive label.
    • options: List of values, separated by | (vertical pipe).
    • value: Default value (Item #, starting at 0).
    • order: Sort order placement.
  • textarea: Multi-line text area.
    • label: Descriptive label.
    • value: Default text.
    • cols: Width in columns.
    • rows: Height in lines.
    • order: Sort order placement.

Reports Involving Custom Fields

Custom fields are available in 'Custom Query' (under 'View Tickets'), and can be selected, grouped and filtered just like any other field.

Examples

Custom ticket fields can support many different uses, and here are a couple of examples from some of the more common ones:

  • A 'progress' field as a select type field, with options of '0', '10', '20', '30', '40', '50', '60', '70', '80', '90', '100' to represent percent finished.
  • 'hours_estimated', 'hours_used' and 'hours_remaining' text fields to register hours spent on tickets to make a rudimentary time-logging system.
  • 'external_id' to store an id to of some external system that needs to be remembered for the ticket.