Installing and using the Ticket Field Manager app

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34 Comments

  • Su
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    Hi Chris Fellows,

    What if I use a form that without the required fields I set via "Ticket Field Manager app", I got an error below but not sure if this is the reason.

    "Ticket Field Manager
    _.find(...) is undefined"


    Thanks & Regards,
    Sue

     

     

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  • Keith Skylance
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    I can confirm I'm getting precisely the same error.

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  • Alex Aguilar
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    I'm getting the same issue with the form.

    [{"name": "ticket_form_id", "value": "360000960114"}]

    I keep getting an error that says check console. Is this not the right format?

     

    Edit: I also noticed I cant delete any values once entered. For instance if I have [{"name": "assignee", "value": "360000232887"}], I delete the entry and update, the entry still appears in the app. However, to get around this, you can edit the entry to [{"name": "", "value": ""}]. This will allow you to save, but will throw and error upon reload.

    Edit2: Status isnt working as well.

    Edit3: Cant get multiple values to work either.

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  • Tiffany Green
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    An update on some of these issues. We've pushed out a new version and some fixes have been made to the app framework as well.

    - Deleting values in the app settings once entered has been fixed. You should now be able to clear out settings that you no longer want and it will stick. 

    - We've also made a fix that should correct the issue with an error thrown when a required field is not on the current form. 

    - As for the drop down, that format may be incorrect. The value should be the name or the label for the value that you want to hide. For instance, I have a dropdown form called "Shirt color" that contains light red, dark blue, forest green, and butter yellow. If I wanted to hide butter yellow, the format would be [{"name": "Shirt color", "value": "Butter yellow"}]. However, when I was testing this, I had some issues getting the format to work for custom fields, so I'll be looking into this and will update here when I have progress to report.

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  • Alex Aguilar
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    Awesome!

    With regards to the format, I would expect that the "value" would be the ID (in the case of system fields such as forms/assignees/etc.) and the tag (in the case of a drop-down). Your example seems to be at odds with the example in the article. The example in the article looks as if the "name" is the custom field ID and the "value" is the tag which supports the format I stated in my previous reply.

    If this is not the case, could you update the article to provide better clarity on on especially for system related fields.

    Thanks!

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  • Tiffany Green
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    Alex - will do! I'm not entirely sure yet if I've found a bug or if it's just a formatting issue, but I'll make sure to provide some clarity in the article once I have that sorted out. :)

    Thanks!

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  • Chris Fassano
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    Tiffany Green, @Chris Fellows

    When using the "Hide dropdown form options" feature, the app is only partially working. In the example below, the app is only hidding the first value in the array.  It seems to be ingoring the other two.

    [{"name": "80837188", "value": "item_a"},
    {"name": "80837188", "value": "item_b"},
    {"name": "80837188", "value": "item_c"}]

     

    Any advice?

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  • Tiffany Green
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    Chris - I just found the same thing about an hour ago. I tried a few variations on formatting that, but got the same result as you. I've added that to my list of items to work on. I'll keep you posted! 

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  • Tiffany Green
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    We've just released version 2.0.3 of this app which should the correct the issues you've been experiencing with the formatting of hiding multiple options from dropdown fields. And we've updated the examples shown in the article so that they are accurate with the new bug fix.

    Let us know if you run into any other issues. Thanks all for keeping us posted!

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  • Chris Fassano
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    Thanks for the update Tiffany Green.  I've made the appropriate changes and it's working as expected, but we have some feedback.  

    Hiding specific dropdown values works, but it also hides them on closed tickets that have the value selected before it was hidden. This makes it look like a value was never selected on the closed ticket so I think it could cause some confusion. You would have to look at the event log or run a report to see what value is actually selected.

    It would be great if there was an option to make hidden values visible on closed tickets.

    Maybe if there was an option to keep the value visible in the dropdown list but greyed out and unselectable.

    We typically want to remove a value because it's no longer applicable after a certain date.  But we would still want to know if it was used when it was applicable.

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  • Thomas de Silva
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    Hi Chris Fellows.

     

    Is it actually possible to hide status fields and what would the correct JSON syntax be? 

    I tested hiding the "Submit at solved" with but it doesn't work.

    [
    {
    "name": "status",
    "value": "solved"
    }
    ]

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  • Tiffany Green
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    Thomas -

    Do you mean hiding the Submit as Open / Submit as Solved button? It is not possible to hide that button with this app.

    Chris -

    Unfortunately, that's a pretty specific use case and would likely conflict with behavior that other users would expect to see. That might be something that you'd want to obtain a custom app to achieve.

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  • Thomas de Silva
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    Tiffany Green

     

    But "Status" is mentioned in this list

     

    Some available ticket fields include the following: 

    • requester
    • assignee
    • collaborator
    • sharedWith
    • status
    • ticket_form_id (the ticket form dropdown)
    • tags
    • type
    • priority
    • problem
    • custom field

    What can you do with the status field? I would like to e.g. hide the possibility to "Submit as Solved".

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  • Tiffany Green
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    Hi Thomas - The field referred to in the list is any status field that shows on the left of the ticket or in any ticket forms. The Submit as Solved is a button, not a text field. I don't think that can be hidden. I did some checking, and I don't think it's possible to hide the ability for some agents to submit a ticket as solved.

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  • Jenesses Caberio
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    Is there a way to implement the Readonly Fields whitelist groups that was in version 1.4?

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  • Tiffany Green
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    Hi Jenesses - Unfortunately, not currently. There were a lot of versions of v1 that were out there, differing between each customer account. Whitelist was not one of the features that made it from the various versions of v1 into v2 due to some technical complexity in implementation. There are plans to spin off some different apps that expand upon the functionality of each part of Ticket Field Manager, but they're not on the immediate roadmap. In the meantime, using the groups and roles options at the bottom of the app settings page may get you part of the way to what you're looking for.

    -1
  • Jenesses Caberio
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    Hi Tiffany - I tried using the roles and groups but I'm unable to achieve the same results even for admin role.

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  • Tiffany Green
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    Hello Jenesses - 

    Unfortunately, the roles and groups settings doesn't fill all the cases that the former whitelist does. We hope to spin up some apps that expand more on these features in the future, but at this time, there isn't anything that Zendesk has created that fills exactly what your version of the v1 app did. 

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  • John Grenz
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    Hey, for some reason starting today, our old existing version of Ticket Field Manager was preventing the submission of all tickets.  The only thing we used this app for was to hide the sharedWith field but we also whitelisted it to 3 agent Groups that should still be able to use it.

    Only way we found to resolve our issue with Tickets being able to be submitted was to install the new version of the Ticket Field Manager app.  This app as the discussion above is limited compared to the prior one in that you can't whitelist.  So this feature or ability would be greatly helpful.  

    Also, is there any insight as to why starting today?  Was something deployed or changed that we are unaware of that all of a sudden stopped tickets from being submitted due to the old app?

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  • Brett - Community Manager
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    Hey John,

    You mentioned you're using an old version of the Ticket Field Manager app which is using the v1 apps framework. We made an announcement that these apps would be no longer work on Feb. 7th which would explain why you're experiencing this issue today. More information on the removal of the Zendesk Apps framework v1 here

    Since today is the deadline for v1 apps, you'll need to upgrade to the new Ticket Field Manager app.

    Let me know if you have any other questions!

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  • John Grenz
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    Hey Brett,

    Thanks for the info....wow time flies by...I knew we got an extension on the v1 to v2 upgrade back in October...guess we spaced it that it was 2/7/2020 already!  Thanks for the friendly reminder. :-)

    -John

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  • Brett - Community Manager
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    Happy to help John :)

    Have a great weekend!

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  • Benson Long
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    Possible to add a condition to the required field to make it required after X replies, X days, etc.? Sometimes, we may not have enough information to fill in the field at the ticket creation or first reply, so we want to give the Agent some time to learn what the ticket is about before forcing them to fill it.

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  • Dimitris Dimitriou
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    Hello experts,

    Is their a way to hide dropdown values based on another field of a ticket. Some kind of parent-child relationship?

    For example, the parent field being 'Product' with dropdown values 'Product A' 'Product B' 'Product C' and child field being 'Accessory' with dropdown values 'Accessory 1', 'Accessory 2' 'Accessory 3' 'Accessory 4'.

    If Product A is selected then only Accessory 2 and Accessory 4 become visible to the agent.

    Looking forward to your feedback

    Dimitris

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  • Tiffany Green
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    Thank you both for your input!

    Benson - that's a great feature suggestion! I'll forward that along and see if we can get it into the roadmap for this app.

    Dimitris - This app cannot currently do what you're describing, but I can add a feature request for it. In the meantime, the former Conditional Fields app is now built in to the product, and that may get you what you're looking for. Here's some additional info about conditional fields:
    https://support.zendesk.com/hc/en-us/articles/360021993973

    https://support.zendesk.com/hc/en-us/articles/360022293573

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  • Kyle Pinkley
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    Some of our team is getting an error every couple of days in Zendesk:

    "Ticket Field Manager
    g is null"

    A new error that was received today from someone was:

    "Ticket Field Manager
    Cannot read property 'map' of null"

    We have Ticket Field Manager setup with the following:

    - Read-only form fields: 7 custom IDs
    - Hidden form fields: 1 field listed (type)
    - Hide dropdown form options: We have one custom_field_# we are ignoring with a value (ticket-stub)

    I would appreciate any guidance on how to troubleshoot this. Thanks!

     

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  • Frédéric
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    Hello,

    The app looks promising :)

    I would like confirmation I can hide the field "linked problem", we have no need of this function.

    Somebody can confirm that?

    Thanks for the help!

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  • Brett - Community Manager
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    Hey Frédéric,

    I did some testing and it looks like if you just enter problem into the hidden form fields section, that will hide the linked problem field you're referencing.

    Let me know if you have any other questions!

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  • Frédéric
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    Thanks for coming back to me :)

    but I will loose then the problem type, I want to keep the type "problem" but only hide the "linked problem" field.

     

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  • Tiffany Green
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    Hi Jenesses - We just rolled out version 2.1.0 of the app, which adds back in the whitelisting of groups for the read-only and hidden fields functionality you remember from v1. Hope that helps! 

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