Conditional Custom Fields are available for Ticket Custom Fields and can display certain custom fields based on a value that was selected in a “Parent” field. A “Parent” field can be another Custom field Pick List, and/or a Product selection (available in Enterprise edition). If a Parent Custom Field and a Parent Product are chosen, both must be selected before the “child” field will be displayed.

To setup conditional custom fields, browse to Admin->Custom Fields. Choose “Field Type” “Ticket”. Next make a selection under the “Ticket Type” drop down menu.

Click the “Add Custom Field” button, or hover over an existing custom field and click the pencil button to edit the entry. The following fields will be available:

Field definitions:

  • Parent Field: Allows you to choose a Parent Value below. This field will be hidden if you do not already have a Custom Pick List field defined in your list.
  • Parent Value: This value in the Parent Field above will need to be selected on the ticket page in order for the field you are editing to be displayed. This field will be hidden if you do not already have a Custom Pick List defined in your list.
  • Parent Product: This Product will need to be selected on the ticket page in order for the field you are editing to be displayed.

Click here to read more about the other options in Custom Fields.

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