Understanding custom ticket fields in business rules and views Follow



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    Jessie - Community Manager

    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?

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    Jessie - Community Manager

    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. 

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    Nicole - Community Manager

    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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