Controlled Fields

Define which Field(s) and/or Field Value(s) to expose

This is a visual manipulation of the Agent interface and End-User interface. 

Controlled_Fields.png

Once you have defined the controlling condition for a rule, you can specify which fields should be controlled and how they are controlled.

There are two options:-

  • Control Fields - Show a field in its entirety when the condition is satisfied.
  • Control Field Values - Select the available field values to be shown when the condition is satisfied.

A rule can control as many fields as you wish. For a given controlled field, a rule can either control the field in its entirety or control the field values.  It cannot do both.

Once a field is controlled, it will be hidden unless there is a rule which is satisfied which shows the field or shows at least one field value.

NOTES: 

  1. If you have multiple rules, one controlling the visibility of a field and the other controlling the values of the same field - if the conditions for both rules are satisfied, the field values rule will be applied as it is more restrictive.
  2. If you have multiple rules controlling different values for the same controlled field - if the conditions are satisfied, the controlled field will show a union of all the values from each satisfied rule.

How does it work?

The Conditionality App will perform the following actions:

  1. Hide all controlled fields.
  2. Process each rule in turn to see if the driving conditions are satisified.
  3. If the field (not the field values) is controlled, show the field.
  4. If the values are controlled, show the field but restrict the set of values. 
  5. If the values for this field are controlled by another rule, then add the values from the current rule to those already being shown.
  6. Having processed all the rules, if there is a controlled field with no values to display, then hide this field.

Visibility of Fields

Conditionality can define rules that control the visibility of any Zendesk custom fields as well as system fields relating to:

  • Brands
  • Sharing Agreements
  • Groups
  • Ticket Form

To conditionally control a field:

1. Click on the black button to the left of the field placeholder.

The black button will change to a purple tick to show this field is now controlled by this rule. 

2. Click the button again to toggle the field selection off.

When the conditions specified in the Driving Fields section are satisfied, this field will be visible on the ticket.

NOTES: 

  1. If you have a Zendesk Enterprise account then you can use Ticket Forms to restrict which ticket fields appear on the page.  Conditionality cannot show a field if it is not on the form being used. 
  2. If you are using Conditionality in the Help Center/Guide interface, it will only be able to control a field defined to be visible and editable in the end user interface.

Controlled Values

Conditionality can define rules that control a visible set of field option values in dropdown lists relating to:

  • Brands
  • Sharing Agreements
  • Groups
  • Ticket Form

To conditionally control the values shown for a field:

  1. Click on the bar for the field placeholder.  This will expand the field to show each of the values defined for this field. 
  2. Click the black button on the left of each value you want this rule to show.  The black button will change to a green tick for each selected value. 
  3. Click again to toggle it off.

When the conditions specified in the driving fields are met, the field will be displayed showing each of the option values specified by this rule.

NOTES: 

  1. If you have a Zendesk Enterprise account then you can use Ticket Forms to restrict which ticket fields appear on the page.  Conditionality cannot show a field if it is not on the form being used. 
  2. If you are using Conditionality in the Help Center/Guide interface, it will only be able to control a field defined to be visible and editable in the end user interface.
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