The Dependent Value Fields provides both an App and a Widget that can be used to control which values can be selected for a custom Ticket field drop-down, depending upon the Organization associated with the logged in User.
This is useful when a custom field has a large number of Field options and only a one or more values are relevant and associated with a specific Organization or type of User submitting a ticket.
Configure the Dependent Value Fields Widget
*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.
Once deployed and installed the Dependent Value Fields App (3) can be configured to set allowable option values for each Organization (4) and utilized from within the CloudSET Apps Library.
*Note: the configurator can also be invoked from within the CloudSET Widgets Library (5), since the configuration settings will apply to the use of the corresponding Widget in Web Portal.
The Dependent Value Fields configurator is presented providing a list of all Organizations held in your Zendesk account (1).
The configurator provides a list of all custom ticket field drop-downs (2) that can be controlled depending upon the Organization associated with the submitter of a ticket.
Select a custom ticket field from the available list (1) then drag and drop on top of the Organization with a need to restrict or filter the list of available option values (2).
The custom ticket field will be introduced as a child node of the Organization (3) and clicking on this node will bring up a list of associated option values (4).
If required, a field can be removed as a child by dragging and dropping the item to the "RUBBISH" bin (5).
Select each of the option fields (1) that should be available to a User associated with the Organization when submitting a ticket, then drag and drop to the Field node (2).
Each option value is introduced as a child of the Field node (3).
Repeat for each Organization that requires a filtered list of options for the custom ticket field (4).
If required, a value can be removed as a child by dragging and dropping the item to the "RUBBISH" bin (5).
Note: If necessary repeat the entire procedure for any additional custom ticket field drop-downs that should be filtered for one or more Organizations.
Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.
The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.
If no errors are reported, simply close the dialog (8), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (8).
*Note: It is often the case that there are multiple custom ticket field drop-downs with many option values that must be filtered for a large number of Organizations.
When this is the case it might not be possible to save the configurations locally in your Zendesk due to size limitations (an error will be displayed when this occurs).
Should this be the case the option can be used to store the configurations in the CloudSET database only (7).