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Nicholas H

Joined Apr 22, 2024

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Last activity Nov 12, 2024

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Latest activity by Nicholas H

Nicholas H commented,

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Hello, I've been testing out lookup relationship fields in Guide now that this functionality has been released. However, it looks like dynamic filtering on custom objects (by organization) does not work on the initial ticket request form.

We have a custom object labeled Projects, with each record tied to an organization. For example-

  • Project 123 with an organization of A
  • Project 456 with an organization of B

The lookup relationship field (Workstream) has a filter that should only show records matching the organization-

This works as expected on the agent side- on tickets for organization A, the dropdown only shows 123. However, when organization A tries to create a ticket via the ticket request form in Guide, this field shows no options at all. Is this because the ticket is not “created” yet and technically has no organization? Is this expected behavior? If so this is a major drawback and really limits this functionality.

Tagging Ashwin Raju as well - thank you!

View comment · Edited Nov 08, 2024 · Nicholas H

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