Hey folks!

This week we released an important update to Custom Fields. They are now supported as part of Case Closure Form. When talking Case Closure Form, we are talking about this form:

Dynamic Fields Migration

In 2024 we added an ability to add additional metadata to Case Closure Form via “Dynamic Fields”. Dynamic Fields were the predecessor for the Custom Fields.

Dynamic Fields were lacking some critical features and eventually were completely independent from Custom Fields. For example, if you had a Dynamic Field called “Business Impact” and a Custom Field called “Business Impact”, they would not share the same data.

This is obviously a problem as users would need to fill out the same field twice, when managing the case. Now we have properly unified the architecture and Custom Fields completely replaced the Dynamic Fields❗❗.

If you previously had some Dynamic Fields in your environment, then those fields were recreated as Custom Fields with a special suffix “[Dynamic Fields Migration]”. It was done, so that you are not missing any previous information and if you don’t need them anymore, you can delete them.

Custom Fields in Case Closure Form Configuration

Note: In this guide, we are not going to explain what Custom Fields are. If you are not familiar with the concept, please refer to this post.

Custom Fields in Case Closure Form are located in the “SOAR Settings” → “Close Case” page.

Only Case (“All” will work as well) Custom Fields are available for the Case Closure Form ❗❗

The management of Custom Fields in the Case Closure Form is done in the same way as it’s done via the Custom Fields Form inside Case/Alert views. Press on the “⚙️” button and it will allow you to manage the Custom Fields within Case Closure Form.

You can add up to 1000 Case Custom Fields to the Case Closure Form. All available Custom Fields input types are supported. 

Now, if we are going to try and close the case, you will see that those fields are available:

Moreover, if I am going to update the “Test [Dynamic Fields Migration]” field as part of the Case Custom Fields Form, you will see that the change will be persistent. 

Again, as everything is done via Custom Fields infrastructure it means that it doesn’t matter, if you are going to update the field via Playbook, Custom Field Form or Case Closure Form, the data is going to be shared across all of those workflows.

Let me close the case and have additional parameter “Yuriy [Dynamic Fields Migration]” with a value.

You can see that the changes are also reflected as part of Case Wall.

Bulk Case Closing

When closing cases in bulk, the custom fields are not available for modification. This is done, because different cases can have completely different values for the same Custom Field. If you want to change the Custom Fields, you need to close the cases individually.