Using custom ticket fields in business rules and views

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Custom ticket fields, while incredibly useful, are not equally available as conditions across business rules and views. This article explains which custom field types and conditions you can use in business rules and views, and how to use them.

Note: For more detailed information on the interaction with custom ticket fields, business rules, and views, see Understanding custom ticket fields in business rules and views.

This article contains the following topics:

• Permitted business rules and view conditions
• About custom ticket fields in business rules and views

Permitted business rules and view conditions

The following business rules and views conditions are permitted for the respective custom field types.

Note: Views are only available for a limited number of custom field types. For more information on this interaction, see Understanding custom ticket fields and views.

Custom field type	Trigger conditions	Automation conditions	SLA conditions	View conditions
Drop-down	Is Is not Present Not present Includes all drop down values	Is Is not Present Not present Includes all drop down values	Is Is not Present Not present Includes all drop down values	Is Is not Present Not present Includes all drop down values
Multi-select	Includes Does not include Present Not present	Includes Does not include Present Not present	Includes Does not include Present Not present	Includes Does not include Present Not present
Text	Present Not present	Not available	Not available	Not available
Multi-line	Present Not present	Not available	Not available	Not available
Number	Present Not present	Not available	Not available	Not available
Decimal	Present Not present	Not available	Not available	Not available
Checkbox	Is checked Is unchecked	Is checked Is unchecked Only available if checkbox is set to add a tag	Is checked Is unchecked	Is checked Is unchecked Only available if checkbox is set to add a tag
Date	Is Is not Present Not present Before Before or on After After or on Is within the previous* Is not within the previous Is within the next Is not within the next Changed Changed to Changed from Not changed Not changed to Not changed from	Is Before Before or on After After or on Is within the previous* Is within the next	Is Is not Before Before or on After After or on	Is Before Before or on After After or on Is within the previous Is within the next
Regex	Present Not present	Not available	Not available	Not available
Lookup relationship	Is Is not Present Not present Includes all filtered values	Not available	Not available	Is Is not Present Not present Includes all filtered values

Note: Using a custom date field with the Is within the previous trigger or automation condition may not work as expected. See Using a custom date field as a trigger condition and Using a custom date field as an automation condition.

About custom ticket fields in business rules and views

This section provides more information about individual custom ticket fields and their availability with business rules and views.

• Drop-down fields
• Multi-select fields
• Text, multi-line text, numeric, and decimal fields
• Checkbox fields

Drop-down fields

Custom drop-down field values are available for use across all views and business rules. Drop-down field values have a finite amount of predefined value options. For more information, see Understanding how creating, deactivating, or deleting ticket fields impacts tickets.

When using drop-down fields within conditions, the field will appear as follows:

Multi-select fields

Multi-select fields provide the option to choose multiple values from a list. This can then leverage the values set for the field equally across all business rules and views. You can either select to check for the presence of any value for the field or more granularly for specific values.

For example, checking for the presence of any value:

If you need to check for the presence of a specific value in the multi-select field, you can specify individual field values as conditions.

Lookup relationship fields

Lookup relationship fields provide the option to choose from a filtered list of users, organizations, and tickets in your account. You can add the fields to users, organizations, and tickets to establish relationships with other users, organizations, and tickets. See Understanding lookup relationship fields. You can use lookup relationship fields in the conditions of views and triggers. You can also use them in the actions of triggers to set the values of the fields.

In the following example, the first condition of a trigger is a user lookup relationship field named Support manager.

Text, multi-line text, numeric, and decimal fields

Custom text, mutli-line text, numeric, and decimal fields are only available for use as a condition for triggers. You can only check whether a value is present or not. The actual content of these fields can't be matched with any string or specific words.

Checkbox fields

Checkboxes are available across all business rules and views. For use in automations and views, the checkbox must have a tag. If your checkbox doesn't add a tag when checked, checkboxes won't appear as an option for use in automations and views.