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.
Permitted business rules and view conditions
The following business rules and views conditions are permitted for the respective custom field types.
Custom field type | Trigger conditions | Automation conditions | SLA conditions | View conditions |
---|---|---|---|---|
Drop-down |
Includes all drop down values |
Includes all drop down values |
Includes all drop down values |
Includes all drop down values |
Multi-select |
|
|
|
|
Text |
|
Not available | Not available | Not available |
Multi-line |
|
Not available | Not available | Not available |
Number |
|
Not available | Not available | Not available |
Decimal |
|
Not available | Not available | Not available |
Checkbox |
|
Only available if checkbox is set to add a tag |
|
Only available if checkbox is set to add a tag |
Date |
|
|
|
|
Regex |
|
Not available | Not available | Not available |
Lookup relationship |
Includes all filtered values |
Not available | Not available |
Includes all filtered values |
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
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.