Using custom ticket fields in business rules and views Follow



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    Scott M will never use Zendesk again (Edited )

    This guide suggests:

    create a trigger with the following "All" condition: Ticket:{custom_field_name} > Is Not > - (blank).

    However the only condition available to me under Ticket:{custom_field_name} is Present/Not present. I guess it's been renamed? Also, is that the only thing you can do against a custom field? I need to look for certain values.

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    Jessie Schutz

    Hey Scott!

    The options that are going to be available to you will vary depending on what type of field it is. What type of ticket field are you working with here?

  • Hi Jessie. Sorry, I should have been more specific - the fields in this case are text so I was hoping to be able to do a "contains the following string" against them.

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    Jessie Schutz

    Hey Scott! Thanks for clarifying!

    A text field should give you the following options: Is, Is not, Present, Not present, Contains at least one of the following words, Contains none of the following words.

    So you should be able to test for a specific word or string. 

  • Hi Jessie,

    I get that, but like I said in my original question the only options are Present/Not present. How would you suggest that I proceed?

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    Nicole Relyea

    Hey Scott - 

    I'm not sure why those options aren't showing up for you; I'm going to create a ticket to see if we can troubleshoot this better for you. Look for an email from us shortly!


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    Emily Pupack

    Hi Scott!

    Great question!! When utilizing the custom ticket fields, you have the choice of drop-down list, text, multi-line text, numeric, decimal, checkbox, date, and regular expression. Each one of these field types has different options available in the trigger conditions area.

    For example the “checkbox” has the condition (Checkbox) > is > Check/Unchecked. 

    Compared to a decimal field would be (Decimal) > Present/Not present. All the different options have different conditions. 

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