Best Practices Question

Service Desk fields appear after selecting categories

03/07/2016 822 views

We've discussed how we're going setup our queues and the following question came up: "Can fields be hidden until a category assigned to that field is selected?" As an example: You select Printer::Error as your category. At that time a required field asking for the printer name, or a drop down box with preset names, appears for user input which was neither there nor required before Printer::Error was selected.

I'm personally not seeing how I could do that as the fields appear to be static. I suppose it could somehow be done via rules?? Any thoughts or comments would be appreciated.

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You can't make fields appear or disappear based on ticket category because field settings are queue wide and not ticket specific. The best solution I have found is a setup like this:
Create your custom fields.
Set the default value to something like "Required for Printer::Error tickets".
Create a rule that checks to see if the value of the custom field is "Required for Printer::Error tickets" and the category is "Printer::Error". If it is then email the submitter and ask them to update the field.

Depending on how aggressive you want to be you can set the scheduling of the rule appropriately. For example one of our internal queues has a rule like this that runs every fifteen minutes so if a technician doesn't fill out the ticket properly it will be very annoying for them. I wouldn't do that to my users, but technicians should know better.

Answered 03/08/2016 by: chucksteel
Red Belt

  • Thanks for the heads up! I'll make note on the ability to email the submitter/owner via rule based on required fields. Definitely a good way to make sure our technicians fill in the information appropriately.

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