Installing and using the Ticket Field Manager app

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55 Comments

  • Brett Bowser
    Zendesk Community Team

    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!

    1
  • Dimitris Dimitriou

    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

    1
  • Chris Fassano

    @Denis “Kerdoos” Legena 

    For the value, use the tag instead. 

     

    {"name": "custom_field_360053923293", "value": "level1_value1"}
    1
  • Dave Dyson
    Zendesk Community Team

    Hi Mario -

    Sorry for the inconvenience here! This is a known issue that our engineers are working on. I've created a ticket on your behalf so you can be notified when this is fixed. Thanks for your patience!

    1
  • Tiffany Green
    Zendesk team member

    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

    1
  • Jenesses Caberio

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

    1
  • Martin Tomis Bartel

    Hi, 

    Since we started using conditional fields in our webforms, the ticket overview has turned into a bit of a mess for agents. The list in the left-side menu is never ending now and agent agent have to continuously scroll down to see what was selected.

    We would like to hide fields only, based on the condition that the selected value is null to cleanup this mess and help our agent as efficient as possible. Currently, the null or empty value isn't a value on the drop-down field, hence why you can't condition it to hide whenever the value is null

    I think we're not the only ones that would greatly benefit from having this option. Fingers crossed that you will add it in the next update.   

     

    1
  • Kyle Pinkley

    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!

     

    1
  • Edgar Comper
    Zendesk Customer Advocate

    Hi James,

    I believe the best option here is configuring a conditional ticket form. That way, you will be able to configure which options will be available depending on what the end users select.

    Find bellow the steps to configure a conditional ticket form:

    Under Admin > Manage > Ticket Fields, add a drop-down field with Brand A and Brand B options.
    Go back to Ticket Fields and do the same, but now create two different fields:

    1) Field A: Drop-down list with Brand A option (1, 2 and 3).
    2) Field B: Drop-down list with Brand B options (4 and 5).

    Don't forget to select 'Editable for end users' for all the above fields.

    Next, go to Ticket forms under Admin > Manage and add a new form.
    Add all the above fields to this new form (Brands field / Field A / Field B).

    Go back to the Ticket forms list. If you hover the mouse over the new form, there are 3 dots in the end of the bar (under Add form button), click and select Conditions.

    In 'Conditions for' select 'End users'.
    Now, add the following conditions:

    1) If value is Brand A > Then Show Brand A Options.
    2) If value is Brand B > Then Show Brand B Options.

    It's done.

    Here is what the end user will experience:

    Once they select the Brand name (you edit it as you wish), the options will show up accordingly.

    Ticket forms with drop-down fields adds tag according to the values entered in the fields. So, to create a reports related to these tickets, you just need to search for the referred tags assigned to the values. (learn more here https://support.zendesk.com/hc/en-us/articles/217073927-Understanding-tags-and-ticket-fields).

    All the detailed information about conditional ticket forms, you can find here: https://support.zendesk.com/hc/en-us/articles/360022293573-Creating-conditional-ticket-fields).

    I hope it helps.

    Edgar | Technical Support Engineer | EMEA

    0
  • John Grenz

    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?

    0
  • Su

    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

     

     

    0
  • Tiffany Green
    Zendesk team member

    Sarah Sabater

    My apologies for not understanding your question right away. What Kay suggested is the correct format. I noticed that you're using title case in your example, and the case does matter. Double-check that the case for 'name' and 'value' and 'ticket_form_id' is lowercase, like Kay's example. If that doesn't work, let us know and we'll start a ticket to take a closer look at your scenario. Thanks!

    0
  • Alex Aguilar

    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!

    0
  • Mario Valdes

    Hi, I have not been able to hide Type options, I can hide the drop-down options for other fields, but for whatever reason, nothing happens when I try to hide Type options.

    This is my JSON so far:

    [{"name": "priority", "value": "normal"},
    {"name": "priority", "value": "high"},
    {"name": "type", "value": "problem"}]

    Priority options are hidden, no problem there, but the type option is completely ignored.

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Sarah Sabater

    I'm having a really hard time hiding a specific form type - can someone provide an example of how you would hide the Ticket Form named "Escalation Internal" from the Ticket Form drop down? For the example, how would you write the JSON if the ID is 1987777. 

    I tried writing as [{"Form": "Ticket_form_ID", "Type": "Escalation Internal"}] and it does not work.

    0
  • Chris Fassano

    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.

    0
  • Tiffany Green
    Zendesk team member

    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!

    0
  • Jenesses Caberio

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

    0
  • Chris Fellows
    Zendesk team member

    Hi Jay,

    Thanks for the heads up.  I just made an update to the article to make this more clear.

    Chris

    0
  • Tiffany Green
    Zendesk team member

    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!

    0
  • Sarah Sabater

    Tiffany Green I'm actually trying to hide a specific form from the Form drop down within a ticket form that we have. 

    The field is listed in the above overview as: " ticket_form_id (the ticket form dropdown)".

    Kay Thank you for the suggestion, unfortunately that doesn't seem to work :(

    0
  • Tiffany Green
    Zendesk team member

    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! 

    0
  • Kay
    Community Moderator

    Sarah Sabater Just want to make sure are you trying to hide the form for your customers (end-users) or for agents? 

    Are you trying to hide it on the Help Center or in the agent interface?

    0
  • Frédéric

    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.

     

    0
  • John Grenz

    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

    0
  • Chris Fassano

    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?

    0
  • Reshma Patel

    Are you able to hide actual forms with this app?  For example I only want a form to be used via macro. Can I hide the form from all users so they don't see it in the form drop down selection when creating a new ticket?

    0
  • Tiffany Green
    Zendesk team member

    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.

    0
  • Thomas de Silva

    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"
    }
    ]

    0

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