Multiple Ticket Forms, but can use only one? | Community
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Multiple Ticket Forms, but can use only one?

  • February 1, 2019
  • 5 replies
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D

I've set up an extra ticket form that's not normally used. Agents normally utilize the default form, and it's long enough as it is, so for extra data that is normally only used by the managers to track some metrics, I've created this other form. However, I've noticed that if you use the drop down on the ticket view to switch between forms, the ticket only saves the form that is current when you click "Submit."

If an agent updates fields in the default form, then switches to the metrics form and saves the ticket, the changes to the default form are lost.

Is this by design? What is the rationale for not saving form changes? All tickets have all the custom fields, so why only save some of them?

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    5 replies

    Brett13
    • Brett13
    • Community Manager
    • February 1, 2019

    Hey Dru,

    I can confirm that this is expected behavior. Tickets can only have one form associated with it so if you're switching between ticket forms then the previous values are removed. The purpose of multiple ticket forms is if you have predefined for a specific support request. For example, your Sales form would require different information from the user versus the Support form you've set up.

    If you're concerned about having too many fields available in your ticket form it may be worth looking into the Conditional Fields App which can be used hide specific fields until needed again.

    I realize this may not be the solution you're looking for but hopefully this is a decent alternative for you.

    D
    • Dru13
    • Author
    • February 6, 2019

    I tried the Conditional Fields App and it doesn't work for me. I suppose I'm trying to use it in a way that it wasn't intended, but I've tried adding my extra fields, along with a new checkbox, and wiring a condition to show the extra field when the checkbox is checked (so, essentially, the checkbox is "show extra fields?")

    The problem is that if you check the checkbox, fill in the extra fields, and then uncheck the checkbox, the data in the extra fields disappears.

    My use case is that we have fields that all agents want to access, and then we have some extra fields that agents don't need to interact with, just the managers. Is there a way to show some fields to some agents, other fields to other agents, and save them all?

    Brett13
    • Brett13
    • Community Manager
    • February 7, 2019

    Hey Dru,

    Appreciate the follow-up and explanation on what workflow you're trying to set up. It sounds like the Conditional Fields app won't work for you here. It may be worth looking into the Hide Ticket Fields app which was created by a 3rd party developer. This sounds like what you're looking for but feel free to correct me if I'm wrong!

    D
    • Dru13
    • Author
    • February 7, 2019

    Thank you for the tip, Brett. The fact that it's possible to hid ticket fields via 3rd party app inspired me to look for the way that that's done. I've been able to incorporate the field hiding into a custom app I've already implemented into our support instance. The general purpose app is handy; for our needs building a custom solution is a little cleaner.

    I know this isn't the developer community but in case any one is looking for the same thing, in a Ticket Sidebar app (and other app locations that provide access to a ticket), you can:

    client.invoke('ticketFields:{fieldId}.hide');

    {fieldId} can be a built-in like "priority" or for custom fields, "custom_field_{customFieldId}"

    Nicole17
    • Nicole17
    • February 7, 2019

    Thanks for sharing that extra info for other users, Dru!

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