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
- Navigate to Admin (
) > Business rules > Triggers.
- Select Add trigger.
- Enter a title for your trigger, for example, Assign ticket form to group A.
- 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)
- Meet ALL of the following conditions
- Click Create.
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