Before you begin
- Atlas Flow on your plan (Atlas AVD) and turned on for the tenant
- To set up fields: an Atlas role with the Manage Atlas Flow settings permission (Atlas administrators have it)
- To fill them in: permission to edit Atlas Flow tickets
Step 1: Add a custom field
In Atlas Flow, open the Settings tab, find Custom fields and select Add custom field. Give the field a name and choose its type:
- Text: a line of text, up to 2,000 characters.
- Number: any number, with or without decimals.
- Date: a calendar date.
- Picklist: one choice from a list you set. Multi-select: any number of choices from the list.
- Person: someone who can work on Atlas Flow tickets for this tenant.
- Checkbox: yes or no.
A field's type can't be changed once it exists. If you need a different type, add a new field.
Step 2: Decide where it shows and whether it's required
- Shows on: leave All tickets ticked, or untick it and choose the categories the field belongs to. A Serial number field, for example, can show only on Hardware tickets.
- Required when a technician creates a ticket: New ticket waits until the field is filled in. Tickets that Atlas opens itself, from email, an automation rule or an alert, are never held up by a required field.
- On a ticket, a required field can be changed but not cleared.
Filling in custom fields
On New ticket, the fields that apply appear below the tags, with required ones marked. If you start from a ticket template that sets a category, that category's fields appear too. On a ticket's page, the fields appear with the ticket's other details on the right: choices save as soon as you pick them, and text and numbers save when you leave the field or press Enter.
Each change is recorded on the ticket's timeline with the field's name. The audit log records which fields changed, never their values.
Filtering the ticket list
On the Tickets tab, choose a picklist, multi-select, person or checkbox field in the Custom field filter, then a value. A multi-select field matches every ticket that has that choice. Save the view to keep the filter.
Changing, archiving and deleting fields
- Rename a field, change its choices, make it required or not, or change where it shows at any time. Tickets keep a removed choice until someone changes the field.
- Archive a field to hide it from tickets and New ticket while keeping the values already saved. Restore it to bring it back.
- Delete a field to remove it and its value from every ticket. This can't be undone.
- A tenant can have up to 50 custom fields, each with up to 100 choices.