TATER Ops — Customization Guide

TATER Ops is fully customizable per organization. Configure hierarchical categories with up to 5 levels, custom priority labels, per-category statuses, teams for routing, and custom request fields per category — all without admin gatekeeping or per-module fees.

Process Profiles (ITIL, NIST IR, custom)

Process Profiles control which fields appear on a task, which status transitions are legal, and what SLA targets apply — all driven by an industry standard (ITIL 4, NIST SP 800-61, ISO 20000, or a custom profile you author). Pick a profile from the dropdown at the top of the new-task form and the form reshapes itself: a Basic profile hides every ITIL ceremony field; an ITIL Incident profile turns on impact, urgency, business service, configuration items, and resolution code. Status changes are validated server-side against the profile's allowed-transitions matrix.

Five profiles ship out of the box: Basic, ITIL Incident, ITIL Service Request, ITIL Problem, and NIST SP 800-61 IR. Find them under Settings → Process Profiles. Click + Seed Defaults to populate the five starter profiles for your organization (idempotent — safe to re-run, won't overwrite customizations).

See the full ITIL Process Profiles guide for field tables, status flow diagrams, JSON editor reference, MCP integration, and roadmap notes.

Hierarchical Categories

Categories define the service surfaces your org runs (IT helpdesk, HR onboarding, AP invoice review, etc.). Each category supports:

• Icon — single emoji or character (rendered everywhere the category appears)
• Name — display label (max 60 chars; letters, digits, spaces, _ - / &)
• Color — accent color used in pills and indented borders
• Default priority — pre-selected when this category is picked on the create-task form
• SLA targets — first-response and resolution windows in hours
• Subcategories — up to 5 levels deep; each subcategory has its own attributes

Adding categories & subcategories

1. In the Categories section, click + Add Category for a top-level entry, or click +sub on an existing row to add a child.
2. Set the icon, name, color, default priority, and SLA targets in the inline row.
3. Drag-style indentation visually shows hierarchy. Subcategories inherit the parent's color border.
4. Click Save Categories to persist. Existing tasks keep their category names even if you reorganize the tree.

Category paths

When a task is created with a nested category, the full breadcrumb path is stored — e.g. IT / Helpdesk / Password Reset. This is the value shown on the task card, in reports, and in API responses. The path remains stable even if you rename or reparent a category later (the original string stays on the task).

Custom Priority Labels

Replace the built-in Critical / High / Normal / Low with your own labels — for example P1 / P2 / P3 / P4 or Urgent / Standard / Backlog. Each priority gets a name and a color. Order matters: the first row is the highest.

1. In the Priorities section, click + Add to insert a new row, or edit existing rows.
2. Set the color (used for pills) and the label.
3. Click Save Priorities when done. Click Reset to defaults to restore the built-in set.

Tasks created before the change keep their original priority string; the relabel doesn't retroactively rewrite history.

Per-Category Statuses

The default lifecycle is Open → InProgress → OnHold → Closed → Cancelled. You can override the status set per category — useful when departments think about state differently. (When a task is bound to a Process Profile, the profile's status flow takes precedence over per-category statuses and adds server-side transition enforcement on top.)

• HR Onboarding: Submitted, IT Setup, Equipment Issued, Training Assigned, Day 1 Ready, Closed
• AP Invoice Review: Received, Awaiting Manager, Awaiting CFO, Approved — Pay, Paid, Closed
• DevOps Release: Open, Code Review, QA, Staging, Production, Closed

1. In the Statuses section, find your category in the list.
2. Type the comma-separated lifecycle in the text field next to it. Leave blank to use the default lifecycle.
3. Click Save Statuses.

The task detail modal renders status-change buttons based on the category's defined lifecycle. The bulk-action toolbar still uses default statuses for cross-category bulk operations.

Teams

Teams group assignees so you can route tasks to a queue rather than a specific person. Each team has:

• Color — used in team chips on task cards
• Name — display label (e.g. "IT Tier 1", "HR Business Partners")
• Members — comma-separated email addresses

1. In the Teams section, click + Add Team.
2. Set the color, name, and member email list.
3. Click Save Teams.

Teams appear in the create-task form as a searchable typeahead. Pick a team to put the task in the team's queue. (Auto-routing — round-robin or business-hours based — is on the near-term roadmap.)

Custom Request Fields per Category

Each category can declare custom fields that appear on the create/edit task form whenever that category is selected. Examples:

• AP / Invoice Review: Invoice #, Vendor, Amount, Due Date, Approval Threshold
• IT / Hardware: Device Model, Asset Tag, Location, Justification
• HR / Onboarding: Start Date, Manager, Department, Office Location, Equipment Needs

Supported field types

Type	Use for
text	Single-line free text (max 2000 chars)
textarea	Multi-line text (max 2000 chars)
number	Numeric values
date	ISO date input
email	Email address (browser validates)
url	URL (browser validates)
checkbox	Boolean true/false
select	Pick one from a defined list of options

Configuring fields

1. In the Custom Request Fields section, find the category card.
2. Click + field to add a row. Set:
   • Key — internal field name (letters, digits, _, -; max 60 chars). Used in API payloads.
   • Label — display label shown to users.
   • Type — pick from the list above.
   • Required — checkbox; when on, the create-task form will refuse to submit without a value.
   • Options — for select only, comma-separated list of allowed values.
3. Click Save Custom Fields.

Custom fields are stored as a key/value bag on the task and shown read-only in the task detail modal. The values are also returned in the Power BI dataset and the MCP list_tasker_tasks response.

Searchable typeahead everywhere

All the dropdowns in TATER Ops use native HTML5 <datalist> typeahead — start typing to filter, no scrolling through long lists:

• Categories — full breadcrumb paths shown in the suggestion list
• Assignees and contacts — populated from the org's People directory
• Teams — populated from the team list defined here
• Parent tasks — populated from the recent task cache

API access

All customization is stored in the org's Settings document under these keys:

Setting key	Type	Notes
taskerCategories	array of category objects	Includes id, parentId, name, icon, color, defaultPriority, slaResponseHours, slaResolutionHours, statuses[], customFields[], defaultApprovalChain[]
taskerPriorities	array of {name, color}	Replaces built-in priorities when set
taskerTeams	array of {id, name, color, memberEmails[]}
taskerIntakeToken	string	Bearer token for the public intake endpoint (see Email-to-Ticket & Self-Service Portal)

Read or write via GET/POST /api/settings/{organizationId} with an admin JWT. The settings UI uses the same API surface.

Related guides

• ITIL Process Profiles — field rules, status flow enforcement, SLA defaults per industry standard
• Approvals & Bulk Actions — multi-step approval chains and bulk task operations
• Email-to-Ticket & Self-Service Portal — public intake setup