Migrating to conditional ticket fields (Professional add-on and Enterprise)

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22 Comments

  • Ben Chapman
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    Is this compatible in IE11 now?  Our internal employee helpdesk customers are on a company image that contains IE11 as their primary browser (as well as other external users on managed corporate systems).  If not, we will need to go through a company-wide upgrade to ensure the IE11 issues (ie, no form fields showing) does not happen.

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  • Nicole - Community Manager
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    HI Ben -

    The product manager says that this does work with IE11 today, however, there are some known formatting issues on the admin page. These are high priority to be fixed. You should be able to use it, but it may look a kind of wonky for a little while.

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  • Ben Chapman
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    Hi Nicole,

    It sounds like I may have some time to migrate while the “wonky” formatting issues are resolved? If so, will those fixes be announced on this article?

    Thanks for the clarification,

    Ben

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  • Nicole - Community Manager
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    Hey Ben -

    Yes, we'll be sure to announce those fixes here. The product manager is meeting with the devs this week and hopes to have a general ETA for it after that meeting. Thanks for your patience!

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  • Virginia Goggins
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    The original app required custom code added to document_head.hbs for end-user conditional fields.  Should this code now be removed?

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  • Brett - Community Manager
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    @Virginia and Ray you can remove the code snippet once you've migrated over to the new conditional ticket fields feature. Otherwise once the app has been officially been deprecated the code should just stop working.

    Cheers!

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  • Melanie Hobman
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    Why is it a requirement that fields be end-user editable??

    This breaks the majority of our forms and conditions.  The conditional requirements are for our agents.  These are for reporting purposes, and in some instances to display information to end users, but none of our fields should be allowed to be edited by end users.

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  • Kasper Petri
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    For us it's an absolute no-go to make the fields end-user editable. They are there just for the agents and are used for reporting and making sure the right person is working with the right tickets. 

    Will this change? 

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  • Melanie Hobman
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    I tested in the sandbox and it fails, the fields must be end user editable. This is a no go for us.

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  • Andrei Kamarouski
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    Hi Zendesk, 
    I'm not sure how does the solution for the issue with end-user editable fields work.

    If I make agents only fields temporarily view only for end users, migrate to CF and then fall back again to agents only fields mode - does it work? Should all be fine? I have a lot of fields and would like to do it once and 100% correct :) 

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  • Melanie Hobman
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    I tested making the fields user editable and then upgrading in our sandbox and it will not allow them to be made read only or agent only again after the upgrade.

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  • Braiden Woodward
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    Agree with the others above, this is a no go if the ticket fields have to be end user editable.  

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  • Romel Salazar
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    +1 to the request to allow "read-only for end users" for conditional fields. 

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  • Chris Fassano
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    So I tested in sandbox and found that I didn't have to change the conditional fields to end-user editable before doing the migration.

     

    Can someone from Zendesk please elaborate on why this would be a requirement?

     

    Screenshots from my sandbox after migrating to CTF.

    The conditional ticket fields are still only editable by agents.

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  • Liis
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    Agree with the above. This feature is unusable for us when we have to make all fields end-user editable. Is this gonna change? When can this change be expected? Before the app expires?

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  • James Sanford
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    Hey All!

    It seems there is some underlying confusion regarding the requirements that your Conditional Ticket Fields are end-user editable.

    Please note that this requirement only applies to the migration from the Conditional Fields App to Conditional Ticket Fields.  Once you have completed the migration you are free to set the fields as Agent only again.

    @Chris, the requirement only applies to Ticket Fields that are part of your Conditional Fields App rules - if they are not part of your CF App rules then you are free to complete the migration.  

    As I see some comments stating that they were unable to get this to work after the migration, can you please try clearing your cache and cookies?

    For reference, I was able to complete this in my own account with an Agent only field:

    I was able to add this both as a Condition and Field to Show: 

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  • Debbie Guskin
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    I just successfully migrated our conditional fields from the app to the integrated option and I did not make any of my conditional fields end-user readable or editable. Specifically, I'm using 9 conditional fields set to "Agent only" and all 9 migrated without any errors.

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  • Melanie Hobman
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    Just to clarify my earlier comments "Agent Only" fields will upgrade. It's "Read-only for end users" that will not.  After much discussion, we decided to make these fields "Editable for end users" and proceed with the upgrade.

    This is not ideal for us as the fields are intended to display information once we have connected services for them and should not be able to be changed by end users, however since the service details are also provided in the ticket notes by our agents which cannot be changed we opted to go ahead with the upgrade.

    These fields also cannot be changed after the upgrade, below is the error received.  Our other option would be to remove the conditions and display all fields to End Users but the current setup is only showing fields relevant to the request type.

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  • Ben Chapman
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    Hi, just following up on my original issues surrounding IE11 3 months ago.  Has any progress been made on resolving the issues?

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  • Nicole - Community Manager
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    Hi Ben - 

    I've been able to confirm that those fixes were rolled out several months ago; still looking for some documentation to provide you with on it. 

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  • Ben Chapman
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    Thanks Nicole,

    We’re very cautiously proceeding with some internal desks soon. Having that info will be very helpful in putting us at ease as there is no longer a “revert” option available to anyone I’m told.

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  • Murugavel Raja P
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    Hi,

    Currently we are using Conditional Field App in our ticket forms It has been informed that we need to migrate to conditional ticket fields. My questions is, what are the ramifications that, if we migrate the existing ticket forms and what we will lose to the end user capabilities to submit tickets by product offerings. Once migrated we don’t have any option to rollback or undo the activity. Kindly help me on this.

    Thanks & Regards,

    Murugavel.

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