Tenant customization
Locale defaults, picklists, ticket fields, and the tighten-only rule that keeps customization compliant.
Tenant-wide presentation and form configuration lives in the Presentation settings category. Changing it requires the settings.tenant.update permission (general settings) or settings.customization.manage (customization pages) — in the default role catalog, the tenant administrator holds both.
General settings
Settings → General sets the tenant display name and the tenant-wide defaults that users inherit until they set a personal override: language (English/German), date format, number format, timezone, and first day of week (Monday, Saturday, or Sunday). A fresh tenant starts with English, ISO dates, UTC, and a Monday week start.
The tighten-only rule
All customization in TENSOR follows one doctrine: you may restrict and decorate, never loosen or invent. Concretely:
- A field requirement can move from optional toward mandatory, never back below the platform's floor.
- A field's visibility can move from editable toward hidden — except compliance-mandatory fields, which can never be hidden, relabeled, or loosened.
- Picklist options can be relabeled or hidden — except options marked compliance-locked.
- Custom attributes can be added, but can never collide with or remove a platform attribute, and must declare a PII classification.
A change that violates the doctrine is rejected on save with a structured list of the violations, and the preview surfaces the same list before you commit anything. The point: a tenant can adapt terminology and add rigor for its own process, but no configuration can switch off an invariant a regulation depends on.
Picklists
Settings → Picklists governs the three platform picklists:
| Picklist | Platform options |
|---|---|
| Incident priority | P1, P2, P3, P4 |
| Incident severity | SEV 1 · Critical through SEV 5 · Trivial |
| Change type | Standard (pre-approved, low-risk), Normal (CAB review), Emergency (expedited) |
Per option you can relabel and toggle visibility. Compliance-locked options (for example, the change types the CAB quorum floors are defined against) cannot be hidden.
Ticket fields
Settings → Ticket fields configures forms per record type, in three tabs: Incident, Change, and Service request. For each attribute you set:
- Requirement — optional, recommended, or mandatory.
- Visibility — editable, read-only, or hidden.
Both axes are tighten-only, as above. You can also add custom attributes with a type (text, integer, boolean, date, enum, jsonb) and a mandatory PII class (none, identifying, or behavioral) — the PII class feeds pseudonymization and GDPR export behavior, which is why it cannot be skipped.
CMDB attributes
Settings → CMDB applies the same requirement/visibility model to configuration-item classes, plus display grouping and sort order per attribute, and the same custom-attribute mechanism. See the CMDB section of the docs for the class catalog itself.
Terminology and branding
- Settings → Terminology — relabel platform terms to match your organization's vocabulary.
- Settings → Portal → Branding — the self-service portal's name, logo, and colors. See Publish company branding for how publishing works.