Using custom ticket fields in business rules and views

Custom Ticket Fields, while incredibly useful, are not equally available as conditions across business rules and views. This article will help show you what custom field type and conditions you can use in business rules and views and how.

Note: For more detailed information on the interaction with custom ticket fields, business rules, and views, see Understanding custom ticket fields in business rules and views.

This article contains the following sections:

• Permitted business rules and view conditions
• About custom ticket fields in business rules and views

Permitted business rules and view conditions

The table below provides a reference for the different business rules and views conditions and their permitted custom field type. 

Note: Views are only available for a limited number of custom field types. For more information on this interaction, see Understanding custom ticket fields and views. 

Custom Field Type	Trigger Conditions	Automation Conditions	SLA Conditions	View Conditions
Drop-down  Field	Is  Is not Present Not Present   -Includes all drop down values	Is  Is not Present Not Present   -Includes all drop down values	Is  Is not Present Not Present   -Includes all drop down values	Is  Is not Present Not Present   -Includes all drop down values
Multi- select Field	Includes Does not Include Present Not Present	Includes Does not Include Present Not Present	Includes Does not Include Present Not Present	Includes Does not Include Present Not Present
Text	Present Not Present	Not Available	Not Available	Not Available
Multi-line Text	Present Not Present	Not Available	Not Available	Not Available
Numeric	Present Not Present	Not Available	Not Available	Not Available
Decimal	Present Not Present	Not Available	Not Available	Not Available
Checkbox	Is Checked Is Unchecked	Is Checked Is Unchecked Only available if checkbox is set to add a tag	Is Checked Is Unchecked	Is Checked Is Unchecked Only available if checkbox is set to add a tag
Date	Is Is not Present Not Present Before Before or on After After or on Is within the previous Is within the next	Is Before Before or On After After or On Is within the previous Is within the next	Is Is not Before Before or on After After or on	Is Before Before or on After After or on Is within the previous Is within the next
Regular Expression	Present Not present	Not Available	Not Available	Not Available

 

About custom ticket fields in business rules and views

This section will provide more information on individual custom ticket fields and their availability with business rules and views. 

• Drop-down fields
• Multi-select fields
• Text, multi-line text, numeric, and decimal fields
• Checkboxes

Drop-down fields

Custom drop-down field options are available for use across all views and business rules. Drop-down field options have a finite amount of predefined value options. For more information on drop-down ticket fields, see Best Practices for altering Ticket Fields

When using drop-down fields within conditions, the field will appear as follows:

Multi-select fields

Multi-select fields provide the option to choose multiple values from a list. This can then leverage the values set for the field equally across all business rules and views. You can either select to check for the presence of any value for the field or more granularly for specific values. Below you will find two examples:

 If you would prefer to check for the presence of a specific value for the multi-select field, field values may be selected as individual conditions:

Text, multi-line text, numeric, and decimal fields

Custom text fields, multi-line text fields, numeric and decimal fields are only available for use as an option with triggers. It is only possible to check whether the value is present or not present. The actual content of these fields cannot be matched with any string or specific words.

When using these types of fields within conditions, they will appear as follows:

Checkboxes

Checkboxes are available across all business rules and views. For use in automations and views, you will need to ensure that your checkbox includes a tag. If your checkbox does not add a tag when checked, checkboxes will not appear as an option for use in automations and views.

 When using a checkbox within conditions, they will appear as follows: