Conditional Fields

The "Conditional Fields" App enables 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.

Configure the Conditional Fields Widget

Once deployed and installed the Conditional Fields App (1) can be configured (2) and utilized from within the CloudSET Apps Library.

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).

Remember to click the Save button (4) 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 (4), otherwise contact Coherence Design for support.

See the Conditional Field Configurations in Operation

Now when creating or updating a ticket, 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.

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).

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.

Now when a user with the matching tag requests a ticket via the web portal (1) , the matching value in the controlling field is set (2) and so the conditional field is displayed accordingly (3).

Notice that as in normal circumstances the the tags associated with the requester aren't applied to the ticket until creation (2). However, the Conditional Fields App provides the ability to make use of these tags to set the controlling field before creation.

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