Skip to main content
Custom fields come from the ticket type. On the ticket they appear as a form under the description.

​
Edit values

Change a field and save. Oration stores the value on the ticket and writes a row in attribute history. Unchanged values are not logged again. Saving the same list option twice is a no-op.

​
Required fields

  • Required for teammate must be filled to create or save
  • Required to close is asked when you move the ticket to a resolved status
  • Hidden conditional fields are not required until they become visible
If submit stays disabled, a visible required field is still empty, or a condition is showing a required dependent you have not filled.

​
Conditional fields on a live ticket

When you change a controlling list (for example Product from Phone to Laptop):
  1. Dependents that no longer match are hidden
  2. Their stored values are cleared
  3. Each clear is logged (old value → empty)
That prevents an IMEI from surviving on a laptop ticket. Fill the newly visible fields after you switch.

​
Customer-visible fields

Fields marked visible to customer show on shared customer tickets and on back-office tickets you have shared. Tracker tickets never show customer-visible fields. Datetime and file formats are teammate-only on customer forms even if you mark them visible.

​
Lists

List fields offer the type’s options, minus archived options. Historical tickets can still display an archived option that was saved earlier. Prefer archive over delete so that history still has a label.