Making conditional ticket fields required (Professional add-on and Enterprise)

Have more questions? Submit a request

9 Comments

  • Thomas D'Hoe
    Comment actions Permalink

    Is this GA?

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Thomas D'Hoe- yes, this is now GA. It's rolling out over the course of a couple of days, so if you're not seeing it yet, you should soon. Let us know if you have any other questions!

     

    0
  • Naomi Watnick
    Comment actions Permalink

    How do you make a field conditional required when another field (an optional drop-down) is selected?  But required upon solve if the drop-down is not selected.  When I tried making it conditional for the drop-down, it erased it from the form (until that drop-down was selected).

    0
  • Heather Rommel
    Comment actions Permalink

    Naomi Watnick,

    If I'm reading your post right, that's how it's intended to work. It will only show the field if the selection is present in the previous field....

     

    0
  • Naomi Watnick
    Comment actions Permalink

    Right - we'd like to have it optional until solve... Unless an agent selects a drop-down where we need that information.

    0
  • Naomi Watnick
    Comment actions Permalink

    Another way to explain is to add a condition on a drop-down that upgrades the other field from "Required = Solved" to "Required = Always"... This is our "Cause" field and is required for ALL tickets at solve.  However, if someone does a feature request (the conditional drop-down), we want the "Cause" field to be required in order to have the right data in our Target app (Asana).  This happens before the ticket goes in a Solved state. 

    When I tried adding this like this article points out, all tickets which needed a Cause at solve (and weren't feature requests) were stuck and unable to be solved (since the conditional makes the field hidden until required).

    0
  • Samir Sarkar
    Comment actions Permalink

    When a text field A is not null then field B will be visible.is it possible ?

    0
  • Samir Sarkar
    Comment actions Permalink

    Can I store a placeholder value {{ticket.via}} in a field named Ticket Source while creating a ticket ?

     

    I was able to figure it out.

    Thanks 

    0
  • Gail L
    Comment actions Permalink

    Glad to hear you got it figured out Samir :)

    0

Please sign in to leave a comment.

Powered by Zendesk