I'm trying to avoid having to setup a separate queue with different fields in the ticket layout by only having certain fields appear when specific values are entered in a single-select Custom Fields entry, but I have no idea what SQL code to use in the ticket rule to make the specified fields change from Hidden to User Create.

As an example:

I'm setting up the CUSTOM_2 (GUI) field as single-select with the values of Trouble Ticket (the default value), System Access - Add, System Access - Change, and System Access - Delete. I'm assuming I should specify HD_TICKET.CUSTOM_FIELD_VALUE1 for this field.

When the default value (Trouble Ticket) is specified, all hidden fields will remain hidden. However, when any of the other values is selected (i.e. System Access - Add, System Access - Change, or System Access - Delete), the specified hidden fields (i.e. T.CUSTOM_FIELD_VALUE4, T.CUSTOM_FIELD_VALUE5, etc) will appear in the ticket. I'm assuming this setup would require a "run ticket rule on ticket save" and the ticket would need to be saved before these fields become unhidden and available as User Create fields, but if it's possible to have them appear when the single-select field is changed to a non-default value that would be great.

Would anyone be able to get me pointed in the right direction with what SQL commands I could use to do this?

I'm assuming logic something like:

IF HD_TICKET.CUSTOM_FIELD_VALUE1 != <default>
THEN T.CUSTOM_FIELD_VALUE4 type = USER CREATE
AND T.CUSTOM_FIELD_VALUE5 type = USER CREATE
AND T.CUSTOM_FIELD_VALUE6 type = USER CREATE

If any clarification or a more detailed example is needed, please let me know. If I can get this working, it will save me a lot of time building and maintaining another queue just for user changes.

Thanks very much!!!

John
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However, when any of the other values is selected (i.e. System Access - Add, System Access - Change, or System Access - Delete), the specified hidden fields (i.e. T.CUSTOM_FIELD_VALUE4, T.CUSTOM_FIELD_VALUE5, etc) will appear in the ticket

Unless you mean to say that "...when any of the values is select in any single ticket in this queue..." then this isn't possible because the changes you are making affect ALL tickets. You either hide the field for all tickets or not.

Can you clarify?
Answered 10/13/2011 by: GillySpy
Seventh Degree Black Belt

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Yes, what you reworded was my aim and after more thought I understand your point about fields either being hidden for all tickets or not. At this point I'll look into separate queues.

Thanks for your help!

John
Answered 10/14/2011 by: jverbosk
Red Belt

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