Custom fields can be used on cases, in the same way as on customers, leads, opportunities and contacts. Use them to capture the details your teams need on a case, such as a carrier fault reference, the business impact or the services affected, and then report, automate and build work stacks on them.

Case custom fields use the same custom fields and custom field groups as the rest of The Layer, so create your fields first in the usual way. See Creating and using custom fields.

Then, administrators can go to Settings - Custom Fields and select Case Custom Fields.

The Usage column shows how many cases hold a value for each field. A value that has been cleared from a case doesn't count. A field that is in use can't be removed from cases, to protect the data already captured.

Note: encrypted fields and file fields are not shown on cases, and are marked as such on this page.

Open a case and go to the Summary tab. Your included fields appear in the Custom Fields section, grouped by custom field group.

The following field types are supported: Text, Text Area, Hyperlink, Numeric, Date, Date Time, Drop-down and Checkbox List. For a Hyperlink field, use the link icon beside it to open the link in a new tab.

Fill in the fields and click Save on the case as normal. Each change is recorded in the case history, for example "changed the value of Business Impact".

Custom field access rules apply on cases too:

Saving the case leaves the values of these fields as they were.

Click View custom field history under the fields, then choose a field to see its previous values, when they were changed and who changed them. Fields you don't have permission to view aren't listed.

The history lists the value each change replaced, so a field that has only been set once has nothing to show yet. The current value is the one on the case.

Fields marked as Priority appear in a Custom Fields section on the new case screen, below Assignment and Ownership. Anything entered is saved as soon as the case is created. Fields left blank can be filled in on the case later.

In Report Builder, choose the Cases table. Your case custom fields are listed under Case Custom Fields and can be added as columns, filtered and sorted like any other column.

Case triggers include the case's custom field values, so you can use them in conditions and actions, in the same way as customer, lead and opportunity custom fields.

The field name is written in lower case, with spaces replaced by underscores. For example, a field called Business Impact becomes business_impact.

When viewing a case work stack as a grid, your Priority case custom fields are shown in a Custom Fields group of columns.

When creating or editing a case work stack, use the Custom Fields section to add filters. Click Add new..., choose a field, then:

With more than one filter, choose whether cases have to match All of these filters or Any of these filters. A work stack can have up to ten custom field filters, and they work alongside the stack's other settings.

Note: a case with nothing entered in a field never matches a filter on that field.

Yes. A custom field can be included on cases as well as on customers, leads, opportunities and contacts. The values are stored separately for each record.

The fields are hidden from cases, reports, automations and work stacks, but the values are kept. They reappear if case custom fields are switched back on.

Not yet. Values can be entered on the case, or on the new case screen for priority fields.