Conditional Ticket Fields: apply end user rules to end user ticket interface
In spite of conditional rules and creating ticket field visibility for end users, these rules don't seem to be respected when viewing the ticket as end-user (at .../hc/es/requests/ID).
Example:
- Initial drop-down asks the customer whether the request is for "Service 1" or "Service 2"
- Each of these conditionally loads their respective topic field (ie. "service 1" loads "topic 1")
- For end-users they are both named the same ("¿Con qué podemos ayudarle?" / "How can we help you?")
- Despite the conditional rules, they both appear in the user interface:
It would be nice to have some feature that would either enforce the same rules as in CTF, or allow admins to edit field visibility for this page.
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Hi Pedro,
Have you created those rules for the end-user in CTF?
When you go to a form and it's rules you can choose end-user instead:
Let me know if it helps you! :-)
#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io -
Hi Louise! I confirm the same rules were already been created for end users, who are only shown one of the "How can we help you?" ticket fields, after selecting one of two possible values in "Tipo de Servicio":
However, when accessing the end user requests page, as an end user I see all fields, including those that weren't shown while submitting the request.
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Pedro - any updates from the ZD team on this one?
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