Custom Fields
Route: /org/resolve/settings?tab=custom_fields · Permission: Manage Helpdesk Settings
AI generation needs Create Service Desk Custom Fields with AI.
1. What custom fields are
Extra, structured fields on a ticket beyond subject and description — the things your support process needs and Orbit cannot know about: affected hardware, environment, contract number.
They appear as Custom Field Specifications on ticket detail.
2. How it spreads
3. Field reference — Add Custom Field
| Field | Control | Required | Notes |
|---|---|---|---|
| Display Name | Text | ✅ | Placeholder e.g. Affected Hardware |
| Code | Text | ✅ | Placeholder e.g. affected_hardware. API key |
| Type | Dropdown | ✅ | Eight types — see below |
| Dropdown Options (comma separated) | Text | for Dropdown | Placeholder e.g. Laptop, Mobile, Server, Network Hub |
| Max Attachment Size (MB) | Number | for Attachment | Placeholder e.g. 10 |
| Required Validation | Toggle | Whether the field must be filled |
The eight types
| Type | Renders as |
|---|---|
| Text Input | Single line |
| Text Area | Multi-line |
| Dropdown Select | A list you define |
| Number | Numeric |
| Checkbox / Boolean | A tick |
| Date picker | A date |
| URL Link | A link |
| Attachment / File Upload | A file, size-capped |
Exactly as in the service catalog: options are a comma-separated list you type, not a reference to any entity. Nothing keeps them in sync — if a hardware model is retired, someone edits the field.
Search fields by name, code or type… filters the list, and fields can be dragged to reorder — which is the order agents see them in.
4. Generate with AI
Generate Custom Fields proposes a field set from a description of what you support. Review before saving. See AI in Resolve.
5. Don't confuse this with…
| These two | Differ by |
|---|---|
| Custom fields vs catalog intake fields | On every ticket vs on one catalog item's order form. Separate mechanisms, similar editors |
| Custom fields vs Ticket Classification | Free-form attributes vs the three-level taxonomy |
| Code vs Display Name | Integration key vs what agents read |
6. Troubleshooting
| Symptom | Cause |
|---|---|
| Field missing on a ticket | Custom fields are project-scoped |
| Dropdown shows a retired option | Options are typed; edit the field |
| Attachment rejected | Over the field's Max Attachment Size |
| Fields in an odd order | Drag to reorder — the order is the agent's order |