Trigger on editable custom checkboxes

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4 コメント

  • McCabe Tonna
    コメントアクション Permalink

    Simone,

    Zendesk does allow for triggers to utilize custom fields, especially checkboxes. 

    There are 2 ways a trigger read a checkbox. 

    1. Ticket: is checked, perform action

    or

    1. Ticket: Tags > Contains at least one of the following: , perform action

     

    If you don't see the option in your triggers, try refreshing your page. 

    Hope this helps,

    McCabe

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  • Simone Pace
    コメントアクション Permalink

    Hi McCabe

    I figured out that you can use checkboxes in triggers (or automations) only if the custom field has a tag. You can try yourself by removing the tag (which is indeed optional) from your checkbox custom field and then you won't be able to pick it up anymore as trigger condition. It simply does not show up in the list.

    To me this is a bug, as the tag is optional for checkboxes and indeed you don't really want to have tags everywhere, especially if you're using a checkbox as conditional field to show/hide other fields in the ticket form...

    What do you think?

    Simone

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  • Jessie Schutz
    コメントアクション Permalink

    Hi Simone!

    What you're experiencing is expected behavior, not a bug.

    Checkboxes and drop-down menus are the only two types of custom fields that can be used in business rules, and the tags that are associated with those fields are what makes that possible. Since your custom fields aren't hard-coded into the software, the only way for a business rule to detect that there's a value that should be considered is by having a tag applied to the ticket.

    I hope that helps to clear things up a bit!

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  • Nicole - Community Manager
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    This thread has been closed for comments due to inactivity. Please start a new post if you have a question you'd like to ask the Community.

     

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