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Add Ticket Status to the list of available conditional fields on forms
Posted Jul 13, 2023
Our use case is:
Our team leaders quality check a percentage of solved tickets to check they have been handled correctly. After they have quality checked a solved ticket they need to mark that ticket as being checked so no one else quality checks it and we know how many have been checked
We have created a “Quality Assurance Completed” checkbox and have this displayed on the form. We ideally only want this checkbox displayed when the ticket status is “Solved”. We can’t identify any other custom fields that we can base the condition on.
The workaround that has been suggested by Support so far is:
- Create an extra custom text field, e.g. “Custom Ticket Status” and add it to the Form
- Create triggers to set this custom field to “Solved” when the standard ticket status value is Solved
- Create a condition on our custom “Quality Assurance Completed" field that we only want it displayed when the “Custom Ticket Status” is “Solved”
- Use the “Ticket Field Manager” app to always hide the “Custom Ticket Status” on the Forms
This workaround seems too much effort just to hide the checkbox when the status is not solved, so we have decided to just display the checkbox for all Statuses. If we are able to use Status in conditions at some point it would be so much easier!
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