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Ticket Field Option in Dynamic Content

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Ali van de Poll

已于 2021年10月29日 发布

Hey People,

i encounter following issue, which is simply affecting the performance.

Our Dynamic Content is adding a Ticket Field Option, which is the Name of the User.

  Hi {{ticket.ticket_field_option_title_24846001}},

This works perfectly if the User entered his User Name, or have send it via Mobile SDK where this will be filled in through automation.

In Cases this field is empty and the Dynamic content is used it places a "-" for the empty ticket field. So the agent has to remove the inserted - or replace it with any name.

Is there any way to avoid an empty ticket field in this constiallation causing a

Hi -, instead of a Hi,

Thanks for suggestions :)

 

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2 条评论

日期
    image avatar

    Pedro Rodrigues

    Community Moderator

    Hi Ali van de Poll, you need to specify a condition for the empty value ("-") using Liquid:

    {% case ticket.ticket_field_option_title_24846001 %}
    {% when "-" %}
    <p>Hi,</p>
    {% else %}
    <p>Hi {{ticket.ticket_field_option_title_24846001}},</p>
    {% endcase %}

    Hope this helps!

    0

    image avatar

    mccabe.tonna

    Community Moderator

    @Ali van de Poll 

    I had a similar issue where the user's name was either their name or their email address

    Instead of having a separate field, why not utilize the requester's name?

    I created a liquid-markup dynamic content field that accomplishes something similar

    I named the Dynamic content "name" so referencing it is {{dc.name}} on all macros and content

    {% if ticket.requester.email == ticket.requester.name %} there{% else %} {{ticket.requester.first_name}}{% endif %}

    Example: Hi {{dc.name}},

    produces, Hi there, or Hi McCabe,

     

    Similarly you could remove the "there" portion and leave it blank

    0

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