In Zammad you can add your own fields to tickets, users, organizations and even groups. This can be useful if you need to add further information to a ticket that you don’t want to have in a note (you’ll find it easier).
Try to avoid deleting objects (and disable them instead) as Zammad might run into unexpected conditions if they are referenced somewhere.
Here’s an overview of the objects. On the upper right you can add new Attributes. By default, there will be no custom fields - standard objects will be grayed out, you can’t delete or change those. Custom objects (will be displayed in black font and have a trash bin on the right site to delete unnecessary objects. By clicking on “custom objects” you can edit them to suit your needs.
Attributes you add to Zammad, no matter if they have default values or not, will not update existing information. This means a new ticket field technically will be empty unless you populate it.
Especially in ticket scope this also means that newly added attributes will be indicated as “changed” to agents that view the ticket. This may interfere with Zammad’s tabs behavior.
Since Zammad introduced Core Workflows the need to have a custom positioning for objects has become more important than ever.
To adjust the position of an object, simply click on the object entry in question, scroll down and adjust the position number.
In case two objects have the same position value, Zammad will sort alphabetically by name automatically.
Updating database after adding or editing objects¶
When adding or changing objects, Zammad will not apply the changes instantly, but instead shows you the changed objects first. If you’re ready to go, just click on “Update database” to apply the changes to Zammad. If you made a mistake or just want to discard your changes, click “Discard changes”.
After applying the object changes with “Update Database” a restart of Zammad is mandatory. If you don’t perform it, you may experience unexpected behavior or even errors. You may want to do those kind of configurations during maintenance windows.
🤓 Service restarts can be automated
Zammad comes with pre-configured objects. Some of these currently do not provide the possibility to edit them via UI (or at all).
This is not a bug but is to save you from possibly nuking Zammad.
There are technical exceptions which can be solved via console. This e.g. affects ticket states and priorities, see console section.
💰 If you’re a hosted customer, please contact your support for more. 💰