Conditional Fields (App, Widget)

Sub Banner

Conditional Fields provides both and App and a Widget to enable the controlled visibility of custom Ticket fields depending upon specified conditions met elsewhere in the Ticket.

This allows for the hiding of unnecessary information until such time as it becomes necessary and relevant, thus de cluttering Ticket forms and focusing attention on the important details.

First Create your Custom Ticket Fields

Navigate to the "Ticket Fields" (2) page using the "Admin" icon (1) and add the custom fields (3) that will appear on your Tickets under the control of the "Conditional Fields" App.

If required, existing custom fields (4) should be updated (5) to include the parameters and rules necessary to apply conditional statements.

Avoid Making the Custom Fields Mandatory

When creating a custom ticket field it is possible to specify if the field should be mandatory by checking the "Required" box (1).

However, it is strongly advised that this box is never checked for those fields that will be the subject of conditional display, otherwise the field might not be present on the Ticket form when the End-User or Agent submits and a corresponding error is displayed requesting the mandatory value (see the Mandatory Fields (App, Widget) for a solution to this issue).

Configure the Conditional Fields App and 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 Conditional Fields App (3) can be configured (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.

Identify the Fields that are to be Displayed only on Meeting Specified Conditions

Using the configurator select a field (1) form the list of drop-downs in your Zendesk account (2) and drag-drop to the Conditional Fields node (3) in the CONDITIONAL FIELD MAPPINGS section.

The selected field is introduced as a child node of the Conditional Fields mapping (4).

Apply the Conditions under which the Field should be Displayed

Expand the Field node (1) to reveal the Meets any of the Following Condition node (2), used to control the rules that determine when the field will be displayed.

Select a field from the list of available drop-downs (3) with a list of values that will be used to control when the conditional field will be displayed and drag-drop to the Meets any of the Following Condition node (2).

The controlling field is introduced as a child of the Condition node (4) and when selected a list of all available VALUES in the drop-down is presented for selection (5).

For each of the values that when selected will cause the conditional field to be displayed in the ticket form (1), drag-drop to the controlling Field node (2).

Each value will be introduced as a child of the controlling Field node (3).

If necessary drag an existing value to the "RUBBISH" bin (4) to remove a mapping.

Remember to click the Save button (5) 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 (6), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (6).

See the Conditional Field Configurations in Operation (Agent Interface)

Now when creating or updating a ticket in the Agent Interface, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: it might be necessary to refresh the page (CTRL F5) before the new configurations take effect.

See the Conditional Field Configurations in Operation (Web Portal)

Similarly when creating or updating a ticket via the Web Portal, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: in order for Conditional Fields to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

Apply Additional Controlling Fields if Required

If required, additional controlling fields can be applied to the mapping by simply dragging-dropping form the available list of drop-downs (1) to the Meets any of the following Conditions node (2), selecting the controlling field (3) and dragging-dropping a list of values (4) to become children in the mapping (5).

*Note: all controlling fields and selected values are used to implement a logical OR condition in which the selection of any single value in the mapping will cause the display and availability of the conditional field. Future plans are to introduce the option to specify a logical AND condition in which multiple controlling fields and values must be selected before a conditional field is displayed.

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

Apply Mappings for Further Conditional Fields

Mappings for further conditional fields can be configured by dragging-dropping the field from the available list (1) to the Conditional Fields Mapping node (2), expanding the Field node (3) and repeating the steps above to specify the  field and values that control visibility and availability.

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

User and/or Organization Based Conditional Fields

The "Conditional Fields" App offers an additional option to control the visibility and availability of conditional fields to specific end users or those belonging to a specific organization.

This is achieved by first creating a drop-down field with one or more options (e.g. User Role) and using this as the controlling field (1) as described in the previous steps of this lesson.

Then use the Conditional Field configurator to specify the use of this drop-down for the purposes of controlling conditional fields via a user or organization (2).

*Note: In order make use of User and/or Organization based conditional fields in the Web Portal when an end user is submitting a ticket, it is necessary to make the controlling field visible (1) and editable (2) for end users.

Tag Users with the Appropriate Role

For the conditional field mappings to be applied it is first necessary to set a tag against an end user or organization (1) that matches one of the tag values in the controlling drop down field (3).

*Note: if the tag is set against an organization then this is inherited by all users belonging to the organization.

See the User and/or Organization Based Conditional Fields Working in the Web Portal

Now when an end user with the matching tag submits a request  via the Web Portal the matching value in the controlling field is set (Hidden from View) and so the conditional field is displayed accordingly (2).

However, when an end user without a matching tag submits a request via the Web Portal the controlling field is not set to a value that will conditionally display the field (2).

*Note: In normal circumstances the the tags associated with the requester aren't applied to the ticket until creation. However, the Conditional Fields App provides the ability to make use of these tags to set the controlling field before creation.

*Note: in order for Custom Type to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

See the User and/or Organization Based Conditional Fields Working in the Agent Interface

Once a ticket has been created by an end user, the conditional field (1) will be visible when viewing the ticket via the Agent Interface provided that the required value has been set in the controlling field (2).

*Note: the controlling field will not be set automatically using the tag set against the user when an agent creates a ticket on behalf of an end user. However, the agent can set the controlling field (2) manually in which case the conditional field (1) will be made visible or hidden appropriately.

Conditional Fields (App, Widget)

Sub Banner

Conditional Fields (App, Widget)

Conditional Fields provides both and App and a Widget to enable the controlled visibility of custom Ticket fields depending upon specified conditions met elsewhere in the Ticket.

This allows for the hiding of unnecessary information until such time as it becomes necessary and relevant, thus de cluttering Ticket forms and focusing attention on the important details.

First Create your Custom Ticket Fields

Navigate to the "Ticket Fields" (2) page using the "Admin" icon (1) and add the custom fields (3) that will appear on your Tickets under the control of the "Conditional Fields" App.

If required, existing custom fields (4) should be updated (5) to include the parameters and rules necessary to apply conditional statements.

Avoid Making the Custom Fields Mandatory

When creating a custom ticket field it is possible to specify if the field should be mandatory by checking the "Required" box (1).

However, it is strongly advised that this box is never checked for those fields that will be the subject of conditional display, otherwise the field might not be present on the Ticket form when the End-User or Agent submits and a corresponding error is displayed requesting the mandatory value (see the Mandatory Fields (App, Widget) for a solution to this issue).

Configure the Conditional Fields App and 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 Conditional Fields App (3) can be configured (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.

Identify the Fields that are to be Displayed only on Meeting Specified Conditions

Using the configurator select a field (1) form the list of drop-downs in your Zendesk account (2) and drag-drop to the Conditional Fields node (3) in the CONDITIONAL FIELD MAPPINGS section.

The selected field is introduced as a child node of the Conditional Fields mapping (4).

Apply the Conditions under which the Field should be Displayed

Expand the Field node (1) to reveal the Meets any of the Following Condition node (2), used to control the rules that determine when the field will be displayed.

Select a field from the list of available drop-downs (3) with a list of values that will be used to control when the conditional field will be displayed and drag-drop to the Meets any of the Following Condition node (2).

The controlling field is introduced as a child of the Condition node (4) and when selected a list of all available VALUES in the drop-down is presented for selection (5).

For each of the values that when selected will cause the conditional field to be displayed in the ticket form (1), drag-drop to the controlling Field node (2).

Each value will be introduced as a child of the controlling Field node (3).

If necessary drag an existing value to the "RUBBISH" bin (4) to remove a mapping.

Remember to click the Save button (5) 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 (6), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (6).

See the Conditional Field Configurations in Operation (Agent Interface)

Now when creating or updating a ticket in the Agent Interface, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: it might be necessary to refresh the page (CTRL F5) before the new configurations take effect.

See the Conditional Field Configurations in Operation (Web Portal)

Similarly when creating or updating a ticket via the Web Portal, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: in order for Conditional Fields to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

Apply Additional Controlling Fields if Required

If required, additional controlling fields can be applied to the mapping by simply dragging-dropping form the available list of drop-downs (1) to the Meets any of the following Conditions node (2), selecting the controlling field (3) and dragging-dropping a list of values (4) to become children in the mapping (5).

*Note: all controlling fields and selected values are used to implement a logical OR condition in which the selection of any single value in the mapping will cause the display and availability of the conditional field. Future plans are to introduce the option to specify a logical AND condition in which multiple controlling fields and values must be selected before a conditional field is displayed.

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

Apply Mappings for Further Conditional Fields

Mappings for further conditional fields can be configured by dragging-dropping the field from the available list (1) to the Conditional Fields Mapping node (2), expanding the Field node (3) and repeating the steps above to specify the  field and values that control visibility and availability.

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

User and/or Organization Based Conditional Fields

The "Conditional Fields" App offers an additional option to control the visibility and availability of conditional fields to specific end users or those belonging to a specific organization.

This is achieved by first creating a drop-down field with one or more options (e.g. User Role) and using this as the controlling field (1) as described in the previous steps of this lesson.

Then use the Conditional Field configurator to specify the use of this drop-down for the purposes of controlling conditional fields via a user or organization (2).

*Note: In order make use of User and/or Organization based conditional fields in the Web Portal when an end user is submitting a ticket, it is necessary to make the controlling field visible (1) and editable (2) for end users.

Tag Users with the Appropriate Role

For the conditional field mappings to be applied it is first necessary to set a tag against an end user or organization (1) that matches one of the tag values in the controlling drop down field (3).

*Note: if the tag is set against an organization then this is inherited by all users belonging to the organization.

See the User and/or Organization Based Conditional Fields Working in the Web Portal

Now when an end user with the matching tag submits a request  via the Web Portal the matching value in the controlling field is set (Hidden from View) and so the conditional field is displayed accordingly (2).

However, when an end user without a matching tag submits a request via the Web Portal the controlling field is not set to a value that will conditionally display the field (2).

*Note: In normal circumstances the the tags associated with the requester aren't applied to the ticket until creation. However, the Conditional Fields App provides the ability to make use of these tags to set the controlling field before creation.

*Note: in order for Custom Type to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

See the User and/or Organization Based Conditional Fields Working in the Agent Interface

Once a ticket has been created by an end user, the conditional field (1) will be visible when viewing the ticket via the Agent Interface provided that the required value has been set in the controlling field (2).

*Note: the controlling field will not be set automatically using the tag set against the user when an agent creates a ticket on behalf of an end user. However, the agent can set the controlling field (2) manually in which case the conditional field (1) will be made visible or hidden appropriately.

Conditional Fields (App, Widget)

Sub Banner

Conditional Fields provides both and App and a Widget to enable the controlled visibility of custom Ticket fields depending upon specified conditions met elsewhere in the Ticket.

This allows for the hiding of unnecessary information until such time as it becomes necessary and relevant, thus de cluttering Ticket forms and focusing attention on the important details.

First Create your Custom Ticket Fields

Navigate to the "Ticket Fields" (2) page using the "Admin" icon (1) and add the custom fields (3) that will appear on your Tickets under the control of the "Conditional Fields" App.

If required, existing custom fields (4) should be updated (5) to include the parameters and rules necessary to apply conditional statements.

Avoid Making the Custom Fields Mandatory

When creating a custom ticket field it is possible to specify if the field should be mandatory by checking the "Required" box (1).

However, it is strongly advised that this box is never checked for those fields that will be the subject of conditional display, otherwise the field might not be present on the Ticket form when the End-User or Agent submits and a corresponding error is displayed requesting the mandatory value (see the Mandatory Fields (App, Widget) for a solution to this issue).

Configure the Conditional Fields App and 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 Conditional Fields App (3) can be configured (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.

Identify the Fields that are to be Displayed only on Meeting Specified Conditions

Using the configurator select a field (1) form the list of drop-downs in your Zendesk account (2) and drag-drop to the Conditional Fields node (3) in the CONDITIONAL FIELD MAPPINGS section.

The selected field is introduced as a child node of the Conditional Fields mapping (4).

Apply the Conditions under which the Field should be Displayed

Expand the Field node (1) to reveal the Meets any of the Following Condition node (2), used to control the rules that determine when the field will be displayed.

Select a field from the list of available drop-downs (3) with a list of values that will be used to control when the conditional field will be displayed and drag-drop to the Meets any of the Following Condition node (2).

The controlling field is introduced as a child of the Condition node (4) and when selected a list of all available VALUES in the drop-down is presented for selection (5).

For each of the values that when selected will cause the conditional field to be displayed in the ticket form (1), drag-drop to the controlling Field node (2).

Each value will be introduced as a child of the controlling Field node (3).

If necessary drag an existing value to the "RUBBISH" bin (4) to remove a mapping.

Remember to click the Save button (5) 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 (6), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (6).

See the Conditional Field Configurations in Operation (Agent Interface)

Now when creating or updating a ticket in the Agent Interface, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: it might be necessary to refresh the page (CTRL F5) before the new configurations take effect.

See the Conditional Field Configurations in Operation (Web Portal)

Similarly when creating or updating a ticket via the Web Portal, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: in order for Conditional Fields to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

Apply Additional Controlling Fields if Required

If required, additional controlling fields can be applied to the mapping by simply dragging-dropping form the available list of drop-downs (1) to the Meets any of the following Conditions node (2), selecting the controlling field (3) and dragging-dropping a list of values (4) to become children in the mapping (5).

*Note: all controlling fields and selected values are used to implement a logical OR condition in which the selection of any single value in the mapping will cause the display and availability of the conditional field. Future plans are to introduce the option to specify a logical AND condition in which multiple controlling fields and values must be selected before a conditional field is displayed.

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

Apply Mappings for Further Conditional Fields

Mappings for further conditional fields can be configured by dragging-dropping the field from the available list (1) to the Conditional Fields Mapping node (2), expanding the Field node (3) and repeating the steps above to specify the  field and values that control visibility and availability.

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

User and/or Organization Based Conditional Fields

The "Conditional Fields" App offers an additional option to control the visibility and availability of conditional fields to specific end users or those belonging to a specific organization.

This is achieved by first creating a drop-down field with one or more options (e.g. User Role) and using this as the controlling field (1) as described in the previous steps of this lesson.

Then use the Conditional Field configurator to specify the use of this drop-down for the purposes of controlling conditional fields via a user or organization (2).

*Note: In order make use of User and/or Organization based conditional fields in the Web Portal when an end user is submitting a ticket, it is necessary to make the controlling field visible (1) and editable (2) for end users.

Tag Users with the Appropriate Role

For the conditional field mappings to be applied it is first necessary to set a tag against an end user or organization (1) that matches one of the tag values in the controlling drop down field (3).

*Note: if the tag is set against an organization then this is inherited by all users belonging to the organization.

See the User and/or Organization Based Conditional Fields Working in the Web Portal

Now when an end user with the matching tag submits a request  via the Web Portal the matching value in the controlling field is set (Hidden from View) and so the conditional field is displayed accordingly (2).

However, when an end user without a matching tag submits a request via the Web Portal the controlling field is not set to a value that will conditionally display the field (2).

*Note: In normal circumstances the the tags associated with the requester aren't applied to the ticket until creation. However, the Conditional Fields App provides the ability to make use of these tags to set the controlling field before creation.

*Note: in order for Custom Type to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

See the User and/or Organization Based Conditional Fields Working in the Agent Interface

Once a ticket has been created by an end user, the conditional field (1) will be visible when viewing the ticket via the Agent Interface provided that the required value has been set in the controlling field (2).

*Note: the controlling field will not be set automatically using the tag set against the user when an agent creates a ticket on behalf of an end user. However, the agent can set the controlling field (2) manually in which case the conditional field (1) will be made visible or hidden appropriately.

Conditional Fields (App, Widget)

Sub Banner

Conditional Fields (App, Widget)

Conditional Fields provides both and App and a Widget to enable the controlled visibility of custom Ticket fields depending upon specified conditions met elsewhere in the Ticket.

This allows for the hiding of unnecessary information until such time as it becomes necessary and relevant, thus de cluttering Ticket forms and focusing attention on the important details.

First Create your Custom Ticket Fields

Navigate to the "Ticket Fields" (2) page using the "Admin" icon (1) and add the custom fields (3) that will appear on your Tickets under the control of the "Conditional Fields" App.

If required, existing custom fields (4) should be updated (5) to include the parameters and rules necessary to apply conditional statements.

Avoid Making the Custom Fields Mandatory

When creating a custom ticket field it is possible to specify if the field should be mandatory by checking the "Required" box (1).

However, it is strongly advised that this box is never checked for those fields that will be the subject of conditional display, otherwise the field might not be present on the Ticket form when the End-User or Agent submits and a corresponding error is displayed requesting the mandatory value (see the Mandatory Fields (App, Widget) for a solution to this issue).

Configure the Conditional Fields App and 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 Conditional Fields App (3) can be configured (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.

Identify the Fields that are to be Displayed only on Meeting Specified Conditions

Using the configurator select a field (1) form the list of drop-downs in your Zendesk account (2) and drag-drop to the Conditional Fields node (3) in the CONDITIONAL FIELD MAPPINGS section.

The selected field is introduced as a child node of the Conditional Fields mapping (4).

Apply the Conditions under which the Field should be Displayed

Expand the Field node (1) to reveal the Meets any of the Following Condition node (2), used to control the rules that determine when the field will be displayed.

Select a field from the list of available drop-downs (3) with a list of values that will be used to control when the conditional field will be displayed and drag-drop to the Meets any of the Following Condition node (2).

The controlling field is introduced as a child of the Condition node (4) and when selected a list of all available VALUES in the drop-down is presented for selection (5).

For each of the values that when selected will cause the conditional field to be displayed in the ticket form (1), drag-drop to the controlling Field node (2).

Each value will be introduced as a child of the controlling Field node (3).

If necessary drag an existing value to the "RUBBISH" bin (4) to remove a mapping.

Remember to click the Save button (5) 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 (6), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (6).

See the Conditional Field Configurations in Operation (Agent Interface)

Now when creating or updating a ticket in the Agent Interface, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: it might be necessary to refresh the page (CTRL F5) before the new configurations take effect.

See the Conditional Field Configurations in Operation (Web Portal)

Similarly when creating or updating a ticket via the Web Portal, whilst the value of the controlling field is empty or a values is selected that isn't included in the mappings, the conditional field remains hidden and unavailable on the ticket form (1).

However, once a value included in the mappings is selected (2), the conditional field is displayed and made available for use on the ticket form (3).

*Note: in order for Conditional Fields to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

Apply Additional Controlling Fields if Required

If required, additional controlling fields can be applied to the mapping by simply dragging-dropping form the available list of drop-downs (1) to the Meets any of the following Conditions node (2), selecting the controlling field (3) and dragging-dropping a list of values (4) to become children in the mapping (5).

*Note: all controlling fields and selected values are used to implement a logical OR condition in which the selection of any single value in the mapping will cause the display and availability of the conditional field. Future plans are to introduce the option to specify a logical AND condition in which multiple controlling fields and values must be selected before a conditional field is displayed.

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

Apply Mappings for Further Conditional Fields

Mappings for further conditional fields can be configured by dragging-dropping the field from the available list (1) to the Conditional Fields Mapping node (2), expanding the Field node (3) and repeating the steps above to specify the  field and values that control visibility and availability.

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

User and/or Organization Based Conditional Fields

The "Conditional Fields" App offers an additional option to control the visibility and availability of conditional fields to specific end users or those belonging to a specific organization.

This is achieved by first creating a drop-down field with one or more options (e.g. User Role) and using this as the controlling field (1) as described in the previous steps of this lesson.

Then use the Conditional Field configurator to specify the use of this drop-down for the purposes of controlling conditional fields via a user or organization (2).

*Note: In order make use of User and/or Organization based conditional fields in the Web Portal when an end user is submitting a ticket, it is necessary to make the controlling field visible (1) and editable (2) for end users.

Tag Users with the Appropriate Role

For the conditional field mappings to be applied it is first necessary to set a tag against an end user or organization (1) that matches one of the tag values in the controlling drop down field (3).

*Note: if the tag is set against an organization then this is inherited by all users belonging to the organization.

See the User and/or Organization Based Conditional Fields Working in the Web Portal

Now when an end user with the matching tag submits a request  via the Web Portal the matching value in the controlling field is set (Hidden from View) and so the conditional field is displayed accordingly (2).

However, when an end user without a matching tag submits a request via the Web Portal the controlling field is not set to a value that will conditionally display the field (2).

*Note: In normal circumstances the the tags associated with the requester aren't applied to the ticket until creation. However, the Conditional Fields App provides the ability to make use of these tags to set the controlling field before creation.

*Note: in order for Custom Type to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.

See the User and/or Organization Based Conditional Fields Working in the Agent Interface

Once a ticket has been created by an end user, the conditional field (1) will be visible when viewing the ticket via the Agent Interface provided that the required value has been set in the controlling field (2).

*Note: the controlling field will not be set automatically using the tag set against the user when an agent creates a ticket on behalf of an end user. However, the agent can set the controlling field (2) manually in which case the conditional field (1) will be made visible or hidden appropriately.