Data properties

Data properties are your own fields on records: an id in your CRM or ERP, a contract tier, a renewal date, a link to a map. They are under Settings → Data properties, for people with the Data property settings permission (property.settings; Administrators have it).

Tables

Each property belongs to one table, picked at the top of the page:

Table	Available
Accounts, Contacts and Cases	Always.
Incidents	While Incident Management is on.
Major incidents	While Major Incident Management is on. A major incident shows the incident's properties and these as well, so add here only what major incidents alone need.

Adding a property

New property asks for:

Field	What it is
Label	What people see.
Key	Its name in the API and integrations, filled in from the label: lower case, digits and _. It can't change later.
Type	Text, long text, number, date, date and time, yes or no, dropdown, multiple choice, URL, email, phone or person. It can't change later.
Options	For a dropdown and multiple choice: what people pick from. Each has a label and a value; the value is what the API uses.
Description	Optional: what it is and where it comes from. Shown when people point at the label.
Show with the standard fields	On: the property is on the record next to the built-in fields. Off: it is under All properties, a click away, for values only an integration or a map needs. You can switch it from the list at any time.
Unique	For text, number, URL, email and phone: no two records may share a value, like an id in another system. Integrations can then find a record by it. Turning it on later needs the values to differ already.

[!IMPORTANT] A property's Key and Type can't change later. Pick them with care.

Managing properties

The … menu on a property has Edit, Move up and Move down (the order on records), and Archive. An archived property disappears from records, lists and the API; its values stay and come back with Restore (Show archived lists them). Every change is in the audit log.

On records

Record	Where its properties are
Case	Under Custom properties, just below the built-in ones.
Account, contact	On their page.
Incident	In the side column of the incident page.
Major incident	Its own are at the bottom of its Major incident tab.

The pencil edits them all at once, and changes on a case or an incident are on its timeline ("changed ERP order"). Values are checked by type: a date must be a date, a dropdown one of its options.

In the case and incident lists, each person can add properties as columns (see your columns).

For integrations

• Every record has its values in props, an object of key → value, in the API, the MCP tool get_case and webhook payloads that include the record. Set them with the record's PATCH ({ "props": { "erp_order": "SO-40112" } }; null clears one).
• GET /api/v1/properties?table=case lists the properties of a table.
• GET /api/v1/properties/lookup?table=case&key=erp_order&value=SO-40112 finds the record with that value of a unique property, if the token's owner can see it: { "table": "case", "id": "…", "ref": "AF-1027" }.

In automations and lists

• Automations can check them (Case property, Requester property and Account property, with is, is not, contains, filled in, empty, and more or less for numbers and dates) and set a case's (Set case property).
• The Property pill in the case and incident lists filters on one property: pick it, then the value (one option of a multiple choice). It stays in the address and in saved views. The API takes it as prop and propValue on GET /api/v1/cases and GET /api/v1/x/incidents.