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Display new custom object look up field in Guide

  • April 18, 2023
  • 4 replies
  • 0 views
L

Hi,

I just added a new field in ticket that is a look up to the new custom objects. I added to a form that is visible by agents in Support and end-users in Guide. Agents can see it but end-user not. Is that the intendent behavior right now? If so, are there plans to make those look up fields for custom objects available in Guide?

Regards

      4 replies

      Ashwin11
      • Ashwin11
      • April 21, 2023

      hi @lydia13 - Currently Lookup fields are not supported in Helpdesk forms.. We will be starting to work on it pretty soon. Having said that, I did have a question for you around permissions there:
      1) Let's say I have a Lookup field pointing to a User or Org.. Should the end user expect to see all Users and Orgs.. If not, what kind of controls should be put in place so that end users see what you expect them to see

      2) Same question, but for Custom objects

       

       

        L
        • Lydia13
        • Author
        • April 24, 2023

        I think that a minimum of:

        • Not unfiltered look-ups for all (organizations, users or custom objects).
        • Not shared by default (like with the rest of the custom fields)

        The idea is having that look-up field in the "submit a request" page so they can select a value in the drop-down displayed.

        One of the scenarios I have is (a little simplified): I have a custom object called "cars" that contains all the cars that my company is leasing to our customers. That car is linked to a user by a relationship so an end-user can have more than one car. When the end-user is creating a ticket from the Helpdesk form they should see what are the cars linked to them  so are able to pick up which one is the ticket about.

        Ashwin11
        • Ashwin11
        • May 10, 2023

        Thank you Thomas.. Great points.. Especially the privacy disclaimer one..
        Hi @lydia13 - Appreciate your use case.. This is super helpful.. I am in the process of writing up a PRD for this feature.. This use case really gives me some insight into what we might have to build from a product standpoint

        Adam31
        • Adam31
        • June 5, 2023

        Hi @ashwin11 Just came here to give this an upvote from me.  In a similar concept the previous post, we have custom objects linked to organisations (in our case software licenses).  Our dream use-case is two fold.  One, the ability as above, to present a drop-down to the end user the list of software licenses associated to their organisation (i guess this is different to the previous post linked to the user itself, but we'd hope it be customisable), and two, have the ability to view this information on Guide (so that a logged in user could see their list of associated objects).  This would be a game changer for us in terms of customer experience for our partners!

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