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Conditional fields showing up in end-users Requests tab
Respondidas
Publicado 18 ago 2023
When you do conditional formatting on a form to show specific questions depending on the the field data selected it works well on both the agent view and the end-users view when creating a request, however it seems like this formatting does not transition when opening the request tab since you see all the fields regarding of what you chose prior. Is there a setting to not allow this? or a workaround?
Here is an image for clarification, in the image below the fields under "request type" should not be showing up if the request type is not "Policy","Patent" or "Piracy". The conditional formatting is set up correctly for both agents and users:
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4 comentarios
Noly Maron Unson
Hi Alexandre,
This is an intended behavior. The conditional fields only work in ticket forms (ticket dashboard in Support for agent and Ticket form submission for end-user). The request tab in the My Activities will show all ticket fields visible to the end users regardless if they are conditional fields or not. There is no option to change this behavior.
Hope this helps.
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Leonardo Santos
Hi Noly Maron Unson!
I think conditional fields logic should work on the ticket forms page and requests tab. I created this feature request.
In my use case, I have many custom fields for each product and I want only the fields filled in by the customer to be visible in the requests tab (without customizing the Help Center theme, like this tip from a user)
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Parallax Support
I'm struggling to understand the utility and intended use for Conditional forms, if they are not supported by My Activities. The utility for conditional forms is used to hide potential selections that are, at best irrelevant to the customer, at worst actively confusing or misleading to the End User. If this isn't supported at the Guide level, this only delays that confusion until the End User accesses My Activities.
Is there a timeline for supporting this functionality?
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Sini Juntunen (EMEA partner)
I have also created a feature request for this now (here).
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