Custom field not display in conditions dropdown

19 コメント

  • McCabe Tonna

    Kiran,

    What type of fields are these custom fields?

    I imagine that you may not be able to see these custom fields in the dropdown option because they are not dropdown or checkbox fields.

    Is this the case? 

    Thanks,

    McCabe

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  • Kiran Madhav

    Hi Tonna,

    It is a text field.

    Actually I'm trying to create a trigger. when I try to add condition to the trigger below drop down not display the ticket custom field : Add trigger

    Meet all of the following conditions:

     

    please suggest. should i enable anything to display in the dropdown box.

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Kiran!

    Text fields aren't able to be used as conditions in your Business Rules. Only Drop-down fields and Checkbox fields can be used as conditions.

    Please let me know if you have any other questions!

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  • Kiran Madhav

    Hi Jessie,

    Thanks for quick response. I understand there is a limitation in business rules. Is there any work around.

    Can you help me on this ticket please.

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Kiran,

    There isn't a workaround for this functionality. You'd need to re-create your field as a drop-down or a checkbox.

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  • Sergio Anarte

    HI Jessie,

    Do you have any roadmap for this feature?

    As far as I can see, the functionality exists for core text field, like Description (we are able to filter by "Description contains ..." ) but it doesn't exist for custom text field, which is really frustrated by the way.

    Any other plan or workaround?

    Thanks!

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Sergio!

    To the best of my knowledge this isn't something we're planning to do, and the only workaround is the one I've mentioned above, or to incorporate ticket tags. 

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  • Sergio Anarte

    Hi again Jessie, 

    Well, ok...just asking because the feature is already available for core text fields like "Description", which allows the user to search under some criteria... it will be really helpful to clone this funcionality for custom text fields.

    Thanks for your feedback!

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  • Naama Aharoni

    Hi, we actually run into the same problem. I want to validate if there is a value in a text field or if it is left blank. I do not want to turn this field to mandatory as it does not makes sense to all groups. this is actually highly needed. If there a way that Zendesk product management can find a workaround for that?

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Naama!

    Can you tell me more about what these fields are for? That'll help me figure out if there's a way to work around this for you.

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  • Naama Aharoni

    Hi Jessie, sure - I would love to.

    I have a text field which is meant to be filled with our Software installation number. This installation number is an alphanumeric string.

    We want to make sure we do not answer tickets which does not have this field populated (Ideally, we can would like to force our customers to use Zendesk online form and then, this field is mandatory there, however due to another problem which we cannot not use inline images in the description field of the online form we are still accepting tickets by email - already have another reqest open for this).

    To overcome this problem, I want to create a report and a trigger which identifies the tickets we have without this field populated.However, it is not possible to do as this field cannot be chosen in the condition. 

    Hope it clarifies the issue.

     

     

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  • Graeme Carmichael
    Community Moderator

    Naama

    If you need to review tickets that have the missing text field, you can create a view and include the condition:

    • Custom Text Field > Not Present

    You can then list recent tickets created via email using the view.

    You would still need to review the body of the ticket for the installation number and update the custom field. After that may be able to use a macro to tag the tickets and update with a comment requesting the details from the requester.

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  • Naama Aharoni

    Hi Graeme, this field is not available in the list - this is exactly the problem. since this is a custom field. 

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  • Graeme Carmichael
    Community Moderator

    Naama

    You are of course correct. Custom text fields are not available as a view condition.

    Sorry.

     

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  • Jessie Schutz
    Zendesk Customer Care

    Hey Naama!

    Is the installation number different for every customer? Would it be possible for you to make this a drop down field instead?

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  • Naama Aharoni

    Hi Jessi, yes, it is different. imagine it as being a license key

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Naama!

    So, I figured out how you can get this into a View. You can't use a text field as a condition for a new View, but you can add the text field to any existing View so you can see whether it's populated or not:

    Once the field is added to the View, you can sort the View based on the field and easily identify the tickets that don't have information in that field.

    Hopefully that helps!

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  • Lesly Mocka

    Hello, is there a way to have a trigger to fill that custom text field, if we need it filled with a certain information?

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Lesly! Welcome to the Community!

    As long as you're working with a dropdown or checkbox field, you can add a Trigger condition to populate your custom field. It won't work on free text fields though.

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