Add case customization docs and references

config/_default/menus/main.en.yaml

@@ -2671,26 +2671,31 @@ menu:
       parent: case_management
       identifier: case_management_create_case
       weight: 2
+    - name: Customization
+      url: service_management/case_management/customization
+      parent: case_management
+      identifier: case_management_customization
+      weight: 3
     - name: View and Manage Cases
       url: service_management/case_management/view_and_manage
       parent: case_management
       identifier: case_management_view_and_manage
-      weight: 3
+      weight: 4
     - name: Notifications and Integrations
       url: service_management/case_management/notifications_integrations
       parent: case_management
       identifier: case_management_notifications_and_integrations
-      weight: 4
+      weight: 5
     - name: Case Automation Rules
       url: service_management/case_management/automation_rules
       parent: case_management
       identifier: case_management_automation_rules
-      weight: 5
+      weight: 6
     - name: Troubleshooting
       url: service_management/case_management/troubleshooting
       parent: case_management
       identifier: case_management_troubleshooting
-      weight: 6
+      weight: 7
     - name: Workflow Automation
       url: actions/workflows/
       pre: workflows

content/en/service_management/case_management/_index.md

@@ -23,9 +23,9 @@ algolia:
 
 {{< img src="/service_management/case_management/case_management_overview_cropped.png" alt="Overview of the Case Management page" style="width:100%;" >}}
 
-Datadog Case Management offers a centralized place to triage, track, and remediate issues detected by Datadog and third-party integrations. After you create a case, you can assign it to a user, establishing clear lines of ownership that persist throughout the lifespan of the case. 
+Datadog Case Management offers a centralized place to triage, track, and remediate issues detected by Datadog and third-party integrations. After you create a case, you can assign it to a user, establishing clear lines of ownership that persist throughout the lifespan of the case.
 
-While investigating, populate the case with graphs, logs, and other telemetry data from across Datadog and collaborate with your team members in the activity timeline. Case Management also integrates with tools like Jira, ServiceNow, PagerDuty, Slack, and Microsoft Teams—allowing you to fit Case Management solutions to your organization's processes. 
+While investigating, populate the case with graphs, logs, and other telemetry data from across Datadog and collaborate with your team members in the activity timeline. Case Management also integrates with tools like Jira, ServiceNow, PagerDuty, Slack, and Microsoft Teams—allowing you to fit Case Management solutions to your organization's processes.
 
 ## Getting started
 {{< whatsnext desc="Learn more about case management:">}}
@@ -34,7 +34,6 @@ While investigating, populate the case with graphs, logs, and other telemetry da
     {{< nextlink href="/service_management/case_management/create_notifications_and_third_party_tickets" >}}Create notifications and third party tickets{{< /nextlink >}}
     {{< nextlink href="/service_management/case_management/view_and_manage" >}}View and manage cases{{< /nextlink >}}
     {{< nextlink href="/service_management/case_management/settings" >}}Manage membership and status transitions within projects{{< /nextlink >}}
-
 
 {{< /whatsnext >}}
 

content/en/service_management/case_management/create_case.md

@@ -4,26 +4,31 @@ further_reading:
 - link: "service_management/case_management/view_and_manage"
   tag: "Documentation"
   text: "View and Manage Cases"
+- link: "service_management/case_management/customization"
+  tag: "Documentation"
+  text: "Case Customization"
+
 ---
 
 ## Overview
 
-Cases can be created [manually](#manual-case-creation), [automatically](#automatic-case-creation) from across Datadog, or [programmatically](#api) with the API. There are two types of cases: standard and security. Cases created from security signals and Sensitive Data Scanner are automatically made security cases. The security case type has all the features of the standard case type, along with a mandatory field for specifying the reason for closing a case (testing, false positive, or one time exception). 
+Cases can be created [manually](#manual-case-creation), [automatically](#automatic-case-creation) from across Datadog, or [programmatically](#api) with the API. There are two types of cases: standard and security. Cases created from security signals and Sensitive Data Scanner are automatically made security cases. The security case type has all the features of the standard case type, along with a mandatory field for specifying the reason for closing a case (testing, false positive, or one time exception).
 
 ## Manual case creation
 
-{{< img src="/service_management/case_management/create/manual_case_creation_cropped.png" alt="Case Management page with the New Case modal opened to create a case manually" style="width:100%;" >}}
-
-On the [Case Management page][1], click **New Case**.
-1. Select a project to create the case in. A case can only belong to a single project. 
+1. Navigate to the [Case Management page][1].
+1. Select a project to create the case in. **Note**: A case can only belong to a single project.
+1. Click **New Case**.
 1. Fill in a title for the case.
-1. Optionally, add a description. 
-1. Click **Create Case** to complete. 
+1. Select a [case type](#case-types).
+1. Add a title.
+1. (Optional) Add a description.
+1. Click **Create Case** to complete.
 
 You can also create cases manually from the following products:
 
-| Product | Instructions    | 
-| ------  | ----------- | 
+| Product | Instructions    |
+| ------  | ----------- |
 | Monitors | - On a [monitor status page][2], optionally scope the monitor to a time frame and specific monitor group(s). Then, click the **Actions** dropdown menu and select **Create a case**.<br> - In Slack, click **Create case** under a monitor notification. |
 | Security signals | Click into a Security Signal to open up the side panel. Click **Escalate Investigation** and select **Create a case**. |
 | Error Tracking | Click into an Error Tracking issue to open the side panel. Then, click **Actions** and select **Create a case**. |
@@ -36,16 +41,29 @@ You can also create cases manually from the following products:
 ## Automatic case creation
 
 Configure the following products to automatically create cases:
-| Product | Instructions    | 
-| ------  | ----------- | 
+| Product | Instructions    |
+| ------  | ----------- |
 | Monitors | Navigate to the [Project Settings page][4], click **Integrations** > **Datadog Monitors**, and click on the toggle to get your @case-<project_handle>. <br><br> When creating a monitor, include `@case-{project_handle}` in the **Configure notifications and automations** section. Cases are automatically created when the monitor transitions to a different status. To only create cases for certain monitor transitions, use [conditional variables][3]. As an example, to create cases only when a monitor triggers, wrap the `@case` mention with `{{#is_alert}}` and `{{/is_alert}}`.<br><br> Toggle on **Auto-close cases when the monitor group resolves** to reduce manual cleanup.|
 | Event Management (Correlations) | In Event Management, correlations configured to aggregate events from Datadog and third-party sources automatically create cases.   |
 | Workflow Automation | 1. In a new or existing workflow, add a step in the Workflow builder and search for "Case Management."<br> 2. Select the **Create Case** action.<br> 3. If the workflow is configured to run based on a monitor or security signal trigger, add the relevant workflow triggers and ensure that you've added the workflow handle to the desired resources. For more information, see [Trigger a workflow][6].|
 | Error Tracking | In Error Tracking, cases are automatically created when an issue is commented on or assigned. |
 
+## Case types
+
+Add case types when you are creating a case. Not all case types are available for configuration between manual and automativ creation. For example, only `Standard`, `Security` and `Change Request`, `Event Management` types are available when creating cases manually.
+
+| Case Type       | Description                                                                 |
+|------------------|-----------------------------------------------------------------------------|
+| Standard         | A general-purpose case for operational tasks, investigations, and more.     |
+| Change Request   | Used in change management workflows to track planned or approved changes.   |
+| Event Management | Integrated with the Event Management product to house correlated events.    |
+| Security         | Used by security teams and products to manage investigations or alerts.     |
+| Error Tracking   | Linked to the Error Tracking product to track and remediate application issues. |
+| Custom Type      | Add a custom case type. For more information, see [Case Customization][7]. |
+
 ## API
 
-Create a case through the [API endpoint][5]. 
+Create a case through the [API endpoint][5].
 
 **Note**: This endpoint requires the `cases_write` authorization scope.
 
@@ -59,3 +77,4 @@ Create a case through the [API endpoint][5].
 [4]: https://app.datadoghq.com/cases/settings
 [5]: /api/latest/case-management/#create-a-case
 [6]: /service_management/workflows/trigger/
+[7]: /service_management/case_management/customization

content/en/service_management/case_management/customization.md

@@ -0,0 +1,92 @@
+---
+title: Customization
+further_reading:
+- link: "service_management/case_management/"
+  tag: "Documentation"
+  text: "Case Management Overview"
+- link: "service_management/case_management/create_case"
+  tag: "Documentation"
+  text: "Create a case"
+- link: "service_management/case_management/settings"
+  tag: "Documentation"
+  text: "Settings"
+---
+
+## Overview
+
+Datadog Case Management allows customization to align with your team's unique workflows, data capture needs, and reporting requirements.
+
+## Custom Case Types
+
+<div class="alert alert-warning">
+  You must have Case Shared Settings Write (<code>cases_shared_settings_write</code>) permissions. For more information, see
+  <a href="https://docs.datadoghq.com/account_management/rbac/permissions/#case_management">Datadog Role Permissions</a>.
+</div>
+
+Datadog provides five [built-in case types][1], each designed for common workflows. To customize Case Management for your team's needs, you can define your own custom case types. This allows you to:
+
+* Scope custom data capture to relevant work types
+* Enable targeted automation
+* Conduct more granular analytics and reporting
+
+##### Create a custom case type
+
+1. Navigate to [**Settings > Shared Settings > Case Types**][2].
+2. Click **+ Create Case Type**.
+3. Provide a **Name** and an optional **Description**.
+4. Save your new case type.
+5. (Optional) Add [custom attributes](#custom-attributes).
+
+##### Enable a custom case type
+
+After you create a custom case type, you must explicitly assign it to each project where it should be available. Follow the steps below to enable your new case type within a specific Case Management project.
+
+1. Back on the [**Settings** page][2], locate the target project under either **Starred Projects** or **Other Projects**.
+2. Expand the project menu by clicking on the project name.
+3. Click **General** to open the project's settings panel.
+4. Scroll down to the Case Types section in the settings panel.
+5. Under **From your organization**, open the dropdown and select the custom case type you created.
+
+{{< img src="/service_management/case_management/customization/enable_custom_attribute.png" alt="Enable a custom case type in project settings" style="width:100%;" >}}
+
+After you add the case type, it is available as an option when you create a new case within that project.
+
+Your new case type is available for:
+
+* Manual case creation
+* API-based creation
+* Automated case creation through Workflows
+
+## Custom attributes
+
+Custom attributes allow you to capture the structured data your team needs to work efficiently and report effectively. All case types, whether Datadog-provided or custom, include five reserved attributes that cannot be removed or modified:
+
+* Teams
+* Services
+* Environments
+* Datacenters
+* Versions
+
+{{< img src="/service_management/case_management/customization/add_custom_attribute.png" alt="Add a custom attribute to a case type" style="width:100%;" >}}
+
+You can add attributes that reflect your team's specific needs, such as escalation levels, component owners, business impact, or external links. To add a custom attribute:
+
+1. Navigate to [**Settings > Shared Settings > Case Types**][2].
+2. Click the desired case type.
+3. Click **+ Add Attribute**.
+4. Provide:
+   * Display Name (such as "Region")
+   * Key (used for programmatic access and reporting)
+   * Description (optional context for your team)
+   * Data Type, choose from:
+     * Text
+     * URL
+     * Number
+   * Choose whether to allow multiple values for this attribute.
+
+## Further reading
+
+{{< partial name="whats-next/whats-next.html" >}}
+
+[1]: /service_management/case_management/create_case#manual-case-creation
+[2]: https://app.datadoghq.com/cases/settings?type=shared

content/en/service_management/case_management/settings.md

@@ -4,6 +4,9 @@ further_reading:
 - link: "/service_management/case_management/troubleshooting"
   tag: "Documentation"
   text: "Troubleshooting third-party integrations"
+- link: "/service_management/case_management/customization"
+  tag: "Documentation"
+  text: "Case Customization"
 ---
 
 ## Overview
@@ -15,10 +18,10 @@ In Project Settings, you can manage access control, configure automatic status t
 By default, access to projects and cases is unrestricted. [Granular Access Control][1] can be used to manage the permissions of users, teams, roles, or your full organization at the project level. There are four sets of permissions that can be used:
 - **Manager**: Users can create and edit cases, views, settings, and permissions of the project, and can delete the project.
 - **Contributor**: Users can create, comment on, and edit cases. They can't change settings, permissions, or the project.
-- **Viewer**: Users can view and watch all cases, views, and settings of the project. They can’t create, edit, or comment on cases.
-- **No Access**: Users can’t view any cases, views, or settings of the project.
+- **Viewer**: Users can view and watch all cases, views, and settings of the project. They can't create, edit, or comment on cases.
+- **No Access**: Users can't view any cases, views, or settings of the project.
 
-**Note:** Other Datadog products that integrate with Case Management, such as Monitors, are able to automatically create cases within a project regardless of the project’s access settings.
+**Note:** Other Datadog products that integrate with Case Management, such as Monitors, are able to automatically create cases within a project regardless of the project's access settings.
 
 ## Status transitions
 
@@ -35,7 +38,11 @@ Navigate to the [Project Settings page][2], click **Integrations** > **Datadog M
 Project handles can be used in monitors to automatically create cases. In the monitor message body, include `@case-<project_handle>`. Datadog suggests a handle based on the project's name. You can accept or modify it as you wish.
 
 ### Third party integrations
-To configure third party integrations, navigate to [Create notifications and tickets ][3]
+To configure third party integrations, navigate to [Create notifications and tickets ][3].
+
+## Custom case types and attributes
+
+Add custom case types and attributes to projects so that you can tailor your cases to fit your organizational needs. For more information, see [Case Customization][4].
 
 
 ## Further Reading
@@ -45,3 +52,4 @@ To configure third party integrations, navigate to [Create notifications and tic
 [1]: /account_management/rbac/granular_access
 [2]: https://app.datadoghq.com/cases/settings
 [3]: /service_management/case_management/create_notifications_and_third_party_tickets
+[4]: /service_management/case_management/customization