Who can use this feature?
- Organization administrators can create, view, and manage global custom attributes and dependencies in the Ticket Custom Attributes section in TDAdmin.
- Ticketing application administrators can define application-level attributes as they do today and can build forms and attribute dependencies that mix global and application-level attributes.
- Global attributes appear alongside application-level attributes wherever attributes normally show up (forms, reports, search filters, notifications).
Organization administrators can define ticket custom attributes at the global level instead of within a single ticketing application. Global attribute values are preserved when a ticket moves between applications, and can be used in attribute dependencies and reporting across every ticketing application in the organization.
This article covers the following topics:
- Ticket Custom Attribute pages in TDAdmin
- Creating a Global Attribute
- Converting an Application-Level Attribute to Global
- Merging an Application-Level Attribute into a Global Attribute
Ticket Custom Attributes pages in TDAdmin
A new Ticket Custom Attributes section is available at the top level of TDAdmin, with global versions of four existing pages:
- Attributes - every ticketing attribute in the organization, global and application-level.
- The Application column shows which ticketing application an attribute belongs to.
- Search filters let you filter by Application and by Type.
- Attribute Dependencies - every attribute dependency in the organization
- This includes dependencies between two global attributes, between a global and an application-level attribute, or between two application-level attributes in the same application.
- Filters let you show Global dependencies or All dependencies, and filter by Application.
- Protected Attribute Access Log - access log entries for global protected attributes.
- Protected Attribute Configuration Log - configuration log entries for global protected attributes.
Creating a Global Attribute
- Navigate to the global ticket attributes page (TDAdmin > Ticket Custom Attributes > Attributes).
- Click New.
- Choose Global as the application.
- Configure the attribute using the same fields available for application-level attributes.
Converting an Application-Level Attribute to Global
Administrators can convert an existing application-level attribute to a global attribute. This preserves the attribute ID and any choice IDs used by the attribute.
- As a global administrator, navigate to the attribute's Edit > General page (TDAdmin > Ticket Custom Attributes > Attributes > [Attribute Edit] or TDAdmin > Applications > [Ticketing Application] > Attributes > [Attribute Edit]).
- Click Convert to Global Attribute.
- Click Convert to save changes.
Converting keeps the same attribute ID and choice IDs. This action cannot be undone. If a global attribute with the same name and type already exists, the conversion is blocked.
Merging an Application-Level Attribute into a Global Attribute
Global administrators can merge an application-level attribute into an existing global attribute to consolidate similar attributes that were previously defined separately in each application.
- As a global administrator, navigate to the attribute's Edit > General page (TDAdmin > Ticket Custom Attributes > Attributes > [Attribute Edit] or TDAdmin > Applications > [Ticketing Application] > Attributes > [Attribute Edit]).
- Click Merge into Global Attribute and select the target global attribute. The attribute types must match.
- Review the merge preview, which shows how many choices were matched by name (and will be merged) versus unmatched (which will become new choices on the global attribute).
- Confirm the merge.
Merging removes attribute dependencies on the original attribute — these will need to be reconfigured using the global attribute afterward. Merging updates Forms, Update Ticket workflow steps, and Ticket Templates that reference the original attribute or its choices.
This action cannot be undone.
Any API call, including from iPaaS or CAI, that refers to the original attribute or choice IDs is not automatically redirected to the global attribute or its choices. Use caution when merging custom attributes and verify any integrations that may have relied on the attribute.