# Create case fields in Connect Customer Cases
*Case fields* are the building blocks for *case templates*. You create all of the possible fields of information (for example, VIN number, policy number, make/model of car) that you want agents to collect for a given customer issue.
After you create case fields, you can create case templates.
There are two types of case fields:
+ [System case fields](#system-case-fields): Connect Customer provides system fields. You cannot change the name or description.
+ [Custom case fields](#custom-case-fields): You can create custom case fields that are specific for your business. You must name the case field, and optionally provide a description. Note that the description appears only in the Connect Customer admin website. It doesn't appear to agents.
## How to create case fields
1. Log in to the Connect Customer admin website with an **Admin** account, or an account assigned to a security profile that has permissions to create fields. For a list of required permissions, see [Security profile permissions for Connect Customer Cases](assign-security-profile-cases.md).
1. Verify the quota for case fields and request an increase if needed. For more information, see [Connect Customer Cases service quotas](amazon-connect-service-limits.md#cases-quotas).
1. On the left navigation menu, choose **Agent applications**, **Case fields**.
1. The first time you create new fields, you'll notice several [system fields](#system-case-fields) are already present. You cannot change the name of these fields, but in some cases you can edit them.
For example, **Case Id** is a system field. When a case is created, Connect Customer adds a case ID automatically, and you cannot change it. **Case reason** is also a system field but you can edit it and enter reasons that are specific to your contact center.
1. Choose **\+ New field**.
1. Select the type of field you want to create. For example, you might choose **Text** if you want agents to be able to enter free form notes.
1. Assign a name to the field. It will appear to agents in the agent application.
1. Optionally, provide a description. It appears only to admins on the Connect Customer admin website. It does not appear to agents in the agent application.
1. Choose **Save**.
1. When you're done adding fields, you're ready to [create a template](case-templates.md).
## System case fields
Connect Customer provides system fields. You cannot change the name or description of a system field.
The following table lists the system case fields:
| Field name | Field ID (how you call the field in the API) | Field type | Description | Where the data comes from |
| --- | --- | --- | --- | --- |
| Assigned queue | assigned\_queue | text | The Connect Customer queue that is assigned to a case | Agent |
| Assigned user | assigned\_user | text | The Connect Customer user who is assigned to a case | Agent |
| Case ID | case\_id | text | Unique Identifier of the case in UUID format (for example, 689b0bea-aa29-4340-896d-4ca3ce9b6226) | Connect Customer |
| Case Reason | case\_reason | single-select | The reason for opening the case | Agent |
| Created By | created\_by | user | The identity of the user who created the case. | Connect Customer |
| Customer | customer\_id | text | The full ARN of the customer profile identified for the case is required when using the API. On the Cases: Fields page, the customer's name is displayed. | Connect Customer |
| Date/Time Closed | last\_closed\_datetime | date-time | The date and time the case was last closed. It does not guarantee that a case is closed. If a case is reopened, this field contains the date/time stamp of the last time the status was changed to closed. | Connect Customer |
| Date/Time Opened | created\_datetime | date-time | The date and time the case was opened. | Connect Customer |
| Date/Time Updated | last\_updated\_datetime | date-time | The date and time the case was last updated. | Connect Customer |
| Last Updated User | last\_updated\_user | user | The identity of the user who performed the last update on the case. | Connect Customer |
| Reference number | reference\_number | text | The reference number is an alphanumeric value used to identify a case. If you don't assign a reference number when creating a case, Connect Customer automatically generates a 9-character alphanumeric value (for example, `3CWPF7R2N`).
For cases created after September 2026, reference numbers are unique within an Connect Customer Cases domain. Reference numbers are not case-sensitive. | Connect Customer |
| Status | status | single-select | Current status of the case | Agent |
| Summary | summary | text | Summary of the case | Agent |
| Title | title | text | Title of the case | Agent |
## Custom case fields
You can create custom case fields that are specific for your business. You must name the case field, and optionally provide a description. Note that the description appears only in the Connect Customer admin website. It doesn't appear to agents.
You can create fields that are type: number, text, single-select, true/false, datetime, and URL.
### Text fields
Text fields allow agents to capture and store textual information related to customer cases. These fields are flexible and can accommodate various types of text-based data, from brief notes to detailed descriptions.
When creating a text field in the Connect Customer admin website, you can select from two input display options under the **Input display** section to best suit your data collection needs:
**Single line text fields:** Single line text fields display text in a single horizontal line and have a character limit of 500 characters. They are ideal for capturing concise information such as customer reference numbers, product names, brief case summaries, and contact names.
**Multi-line text fields:** Multi-line text fields expand vertically to accommodate multiple lines of text and have a character limit of 4,100 characters. They are suitable for capturing detailed information such as case descriptions, customer feedback, resolution steps, and agent observations.
### Single-select fields
For single-select case fields, whether system or custom, you can add value options that the field can take. For example, you can add options to the single-select system field Case reason such as **General inquiry**, **Billing issue**, or **Product defect**, that reflect the types of issues in your contact center.
#### About the Status field
You can add options to the single-select **Status** field, such as **Investigating** or **Escalated to manager**. The field comes with two options, **Open** and **Closed**, which cannot be changed.
#### Active/inactive field options
Single-select case fields can be active or inactive.
+ **Active**: If a field option is active, it means that the field can be given that option. For example, based on the following image, the Status field can be set to **Closed**, **Open**, or **Pending**, as these are the only active options.
+ **Inactive**: If you make the **Pending** option inactive, then the field can no longer be given that option. Any existing cases remain unchanged and can still have the status as **Pending**.
Single-select options have two parts:
1. Option name (shown to agents): The label that is displayed to agents in the agent application.
1. Option value (internal reference): The data that's collected. For example, for AWS Region, you may want to display **US West (Oregon)** but collect the data as **PDX**.
Field options appear to the agent in alphabetical order.
