Conditional fields and text fields

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  • Pedro Rodrigues
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    Hi Carlos,

    Are you using the Conditional Fields App? If that's the case, some custom field types aren't supported, namely text fields, unfortunately.

    If you're using the built-in Conditional Ticket Fields, however, you should be able to load text fields based on a drop-down value.

    Even better: you can use them as conditional criteria to make other fields visible:

    Once migrated from CFA to CTF, you'll be able to create both types of conditions with text fields.

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  • Carlos Santos
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    I just realized I hadn't included the 2 new fields in the ticket form I was using to test. I forgot I have several ticket forms.

    Sorry about that :-(

     

    However, now that I did include the fields in the right form, the 2 text fields do show up in the condition as expected BUT, they are shown immediately when entering the ticket form (requester point of view). The expected behaviour would be for the text fields to be hidden until the condition shows them. But that's not what's happening, they show up immediately. Any ideas? Please see the snapshots below.

     

     

     

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  • Pedro Rodrigues
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    No worries, I'm glad it was a simple solution :-)

    Regarding the new issue, are they mandatory by default (that is, when editing each field, not in CTF)? If so, please un-check the "Required to submit a request" option, and then see if the conditions work.

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  • Carlos Santos
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    Similar result: the text fields still show up immediately although now they are not mandatory :-(

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  • Pedro Rodrigues
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    I can replicate that behavior if the ticket field isn't added to any of the conditional rules.

    That is, if neither option in field A sets visibility to show fields B and C, these will always be shown to the end user.

    Can you confirm that you have at least one of the options of "Request Type" (for example, 'Bug') configured to show "Click-flow" and "1st Level Investigation"?

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  • Carlos Santos
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    It works now :-) But it didn't have to do with the condition. It has to do with what you mentioned earlier: having the actual text fields as mandatory for ticket creation at field level.

    Here are my test results:

    NOTE: You need to have the text fields associated with the form you're testing, otherwise, they won't show in the conditions area (duh!).

    1) NORMAL: If you make the text fields mandatory for ticket creation at field level and you have no condition using them, then, of course, the fields will show immediately in the form and will be mandatory;

    2) UNEXPECTED: If you make the text fields mandatory for ticket creation at field level and you have a condition that shows them based on a drop-down option (as mandatory as well), then the text fields will show up immediately anyway (as mandatory).

    3) NORMAL: If you make the text fields mandatory for ticket creation at field level and you have a condition that shows them based on a drop-down option (as optional), then it will work: the text fields will not show up immediately and selecting the right option in the drop-down field will make them appear (as optional).

    4) NORMAL: If you make the text fields optional at field level and you have no condition using them, then, of course, the fields will show immediately in the form and will be optional;

    5) NORMAL: If you make the text fields optional at field level and you have a condition that shows them based on a drop-down option (as optional), then it will work: the text fields will not show up immediately and selecting the right option in the drop-down field will make them appear (as optional).

    6) NORMAL: If you make the text fields optional at field level and you have a condition that shows them based on a drop-down option (as mandatory), then it will work: the text fields will not show up immediately and selecting the right option in the drop-down field will make them appear (as mandatory).

     

    So, apparent conclusions:

    1) Mandatory/optional configurations at condition level seem to override configurations at field level (this was documented, I now realize);

    2) If you make text fields (not sure if this applies to other types of fields!) mandatory at field level AND at the condition level, they seem to show up immediately to the user, as mandatory. This is a bit weird.

     

    The immediate solution for me: make the text fields mandatory only at the condition level. And now it works :-)

     

    Thanks for brainstorming this with me, Pedro!

     

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  • Pedro Rodrigues
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    You're welcome! I'm glad we got to the bottom of this one :-)

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