Can I apply ticket fields to groups?

Question

We want some unique fields to only show in some groups. Can I apply ticket fields to groups?

Answer

No, ticket fields are assigned on the tickets and not groups. A workaround is to either use multiple ticket forms and use a trigger to assign the form to tickets when assigned to a group or use conditional ticket fields to limit the ticket field agents can see.

To create the trigger that assigns ticket forms to tickets

1. Navigate to Admin () > Business rules > Triggers.
2. Select Add trigger.
3. Enter a title for your trigger, for example, Assign ticket form to group A.
4. Add the following conditions and actions for your trigger:
   • Meet ALL of the following conditions
     
     • Ticket | Is | Updated
     • Group | Change to |(the name of the group)
   • Actions
     • Form | (Group name)
5. Click Create. 

For the original conversation, see Ticket Fields.