自定义工单字段虽然非常有用,但不能用作跨业务规则和视图的条件。本文章说明了哪些自定义字段类型和条件以及使用方法可以在业务规则和视图中使用。
注意:有关如何使用自定义工单字段、业务规则和视图的更多详细信息,请参阅 了解业务规则和视图中的自定义工单字段。
本文章包含以下主题:
允许的业务规则和视图条件
相应自定义字段类型允许使用以下业务规则和视图条件。
注意:视图仅可用于有限数量的自定义字段类型。有关此交互的更多信息,请参阅 了解自定义工单字段和视图。
自定义字段类型 | 触发器条件 | 自行程序条件 | SLA 条件 | 查看条件 |
---|---|---|---|---|
下拉列表 |
包括所有下拉值 |
包括所有下拉值 |
包括所有下拉值 |
包括所有下拉值 |
多选 |
|
|
|
|
Text |
|
不可用 | 不可用 | 不可用 |
多行 |
|
不可用 | 不可用 | 不可用 |
数字 |
|
不可用 | 不可用 | 不可用 |
小数 |
|
不可用 | 不可用 | 不可用 |
复选框 |
|
仅在复选框设置为添加工单标签时可用 |
|
仅在复选框设置为添加工单标签时可用 |
日期 |
|
|
|
|
正则表达式 |
|
不可用 | 不可用 | 不可用 |
查找关系 |
包括所有已筛选值 |
不可用 | 不可用 |
包括所有已筛选值 |
注意:使用带有 的自定义日期字段
Is within the previous
触发器或自行程序条件可能无法如预期工作。请参阅 使用自定义日期字段作为触发器条件 和 使用自定义日期字段作为自行程序条件。关于业务规则和视图中的自定义工单字段
本部分提供了有关各个自定义工单字段及其在业务规则和视图中的可用性的更多信息。
下拉框字段
多选字段
多选字段提供了从列表中选择多个值的选项。这样就可以在所有业务规则和视图中平均利用为该字段设置的值。您可以选择检查字段是否存在任何值,或更详细地检查特定值。
例如,检查是否存在 any 值:
如果您需要检查多选字段中是否存在特定值,可以指定各个字段值作为条件。
Lookup relationship fields
查找关系字段提供了从您帐户内已筛选用户、组织和工单的筛选列表中进行选择的选项。您可以将字段添加到用户、组织和工单,以建立与其他用户、组织和工单的关系。请参阅 了解查找关系字段。您可以在视图和触发器的条件中使用查找关系字段。您也可以在触发器的操作中使用它们来设置字段的值。
在以下示例中,触发器的第一个条件是名为 Support 管理者的用户查找关系字段。
文本、多行文本、数字和小数字段
自定义文本、多行文本、数字和小数字段仅可用作触发器的条件。您只能检查一个值是否存在。这些字段的实际内容无法与任何字符串或特定词语匹配。
复选框字段
复选框在所有业务规则和视图中可用。要用于自行程序和视图,复选框必须带有 标签。如果您的复选框在勾选时不添加标签,则复选框将不会显示用于自行程序和视图中的选项。
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11 条评论
Noelle Cheng
1263082180589 In the below link article it says that object: decimal can have actions to specify a value yet on this article it says it can only be used as a trigger condition and contradicting what was stated in the other article. Are we no longer able to set decimal objects?
https://support.zendesk.com/hc/en-us/articles/7313293784218-Object-trigger-conditions-and-actions-reference#comment_8607017450778
0
Taylor Painter
We would also like to be able to use Custom text fields in triggers and views.
0
D.Fitz
Still no update on this?
Would be a huge win to be able to run triggers off the value of numeric custom fields.
0
Kathrin Lemberg
I would also like to use a custom field as condition in a trigger - we currently use a text field and i want to create a condition depenting on used words or strings.
0
Dane
When using a custom date field as a trigger condition, what does "is within the previous" and "is within the next" do?
Based on the article above, the "is within the next" will count from the time the ticket was updated within the next 24 hours. Hence, if you will use this condition on the same day, it will not work for the next 24 hours will fall on the next day. I have tried to use "is within the previous 24 hours" for it will fall on the selected field date.
You can also check the Deadline APP.
0
Damien Messé
Hello, I would like to use a date field to apply a priority to a ticket something like :
If date is "today" then priority is High.
This is not possible to select today in the list, very frustrating.
I have selected within the next 1 day but if I select today's date, the trigger is not applied !
Could you please help ?
Is this a normal behavior ?
0
Justin Rader
Yes, that and being able to tell if a Text field has text or not would be super helpful.
0
Dave Symonds
Ok - so to confirm, that there a bunch of field type's you cant actually use when building an automation - like numeric? Was there any reasoning behind that and is it likely to be expanded to allow this?
2
Dainne Kiara Lucena-Laxamana
Thanks for your explaining your use-case!
At this time, unfortunately, numeric tickets are limited to the conditions "present" & "not present" in business rules.
I've marked these comments as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post on the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
------------------------------
Also, if you like, I can refer you to our Services team. They can build custom applications and other tools for your Zendesk when native functionality is not meeting your needs.
I will set this ticket to Solved for now, but please don't hesitate to let me know if you have further questions.
0
Richard Pixel
We have the same issue as Lester, but we have revenue fields populated, and calculate the priority via these fields in our current helpdesk, this was a pretty big blow when setting up Zendesk :(
0
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