Kristian Tungland

William Grote

I understand. The only solution I see, is what you mention: using triggers to set the correct form based on the brand.

Hi, Lorraine Ryder,

Can you go to Settings > Objects and rules > Tickets > Forms - and here choose a form. When in this form, do you see the option like I have?

Your welcome. I'm glad to hear that!

Hi, Joe,

Yes, I think you can. We have a trigger that is based upon the tag that Out of Office app use:

So put this and all other conditions you want in the trigger to perform the action you need it to do. 👍

William Grote - You can choose which form to be available for which brand in the ticket form settings:

If you deselect "Apply to all brands" you can then choose which brand this form should be available for.

You can then use triggers to apply the correct forms you want based on a brand condition.

Hi, Jeremy Watkin. 👋 You can set a brand to be the default. You can also choose how the brand field should behave by going to Settings -> Brand and toggling this setting off/on as needed:

If it is on - your agents are prompted to choose a brand each time they create a ticket.

To set a brand to default, simply go to the brand in the same menu and click the gear-icon and choose "Make default":

My tip is to use a view instead and work on your tickets there. 👍

I guess you are taking about a ticket field with "multi-select" function. Seems like that is not a supported field with the use of conditions. See thread here.

Hi, Paul,

It does not seem to be an option to make this required. But you can do two things:

1: Use a trigger and some follow-up logic

When an agent submits a ticket for the first time (i.e. the ticket is "Created") and no requester is present - the requester will be the "current user". In this case the agent. All the others conditions are set to prevent the trigger to run on all scenarios.

So the actions you can take could be:

Email the current user/agent that made this and ask if the ticket was supposed to be requested by that agent. Or if the agent forgot to add the caller.

DISCLAIMER: The conditions may be faulty, I have no such trigger active in our system - so I have not tested the impact this will have on all scenarios.

2: Use a custom ticket field with a checkbox saying: Have you added the correct requester to this ticket? And make that field required before solve or even before the ticket is created (always).

Hi, @...!

We also use triggers for this. In our case we have 2 triggers per group. The first trigger adds a tag when the ticket status is changed to "closed". Let's say the group is named Group A. The trigger, when ticket is closed, adds the tag: followup_group_a.

The second trigger then looks for creation of followup-tickets + the different tags for different groups. The followup-ticket inherits the tags from the main one, and thus I can assign the ticket to the group that solved the main ticket.