Configure Driving Fields

Configure Zendesk Driving Fields to initiate Rules

Fields and field values are defined and managed using the native Zendesk field Configuration Tool which includes the positioning of fields.

Formset can control custom fields for Tickets, Users and Organizations.  The way that driving fields are configured in each of these cases is very similar.  The examples shown below are for ticket fields, but User and Organization driving fields are configured in the same way.

Accessing the Formset screen:

To manage rule groups and rules, click on Formset icon (1). The Configuration will default to Formset (2) - Tickets (3) - Configuration (4).

When you open the Configuration Tool, you see the field definition metadata.

Driving selections primarily use Dropdown or Multiselect Custom Fields.

To configure a driving field:

1. Click on a dark grey field name bar (1).

    The controlled fields relevant to that category open up underneath this bar (2).

2. Click on the black dots to select them (3).

    These dots will turn blue to denote the selection (4). 

It is also possible to select more than one field option value, meaning that any of the selections will apply the rule.

Examples:

Example 1: In the Request Type field, select Technical Support. 

The rule will be triggered to apply the Controlled Fields when the Request Type field is set to Technical Support.

Example 2: In the Request Type field, select Technical Support and Internal. 

The rule will be triggered to apply the Controlled Fields when the Request Type field is set to either Technical Support or Internal.

It is also possible to use the null ('-') field option value to be a driving selection condition.

When the driving field is a multiselect field type, selecting multiple option values in a driving rule behaves in the same ways described above for drop down fields.  The condition will be interpreted as value1 or value2.  Formset does not support the capability to define conditions on multiselect fields such that the rule would be satisfied when the field has value1 and value2 selected.

Lots of Option Values

When the driving drop down or multi-select field have a large number of option values (more than 20), it can be difficult to locate the option value you wish to select or deselect.  To help, a search facility is provided so that you can easily find option values that match the search string.

If you need to select or deselect a large number of option values, this can be time consuming to do individually.  To help, 'Select all values' and 'Deselect all values' buttons are provided.

Search

The image above shows a drop down field with lots of option values (more than 20).  To find an option, type the string you wish to find into the 'Search for' text field.  Click the 'Find Next' button and the option values will be scrolled to show the first matching option value.  The matching option value will be highlighted.  The search is case sensitive and will match any option value that contains the supplied string.

Clicking the 'Find Next' button again will move on to the next matching option value.  The search will loop back to the top if there are no more matching option values.

If you change the search string, clicking the 'Find Next' button will start the search from the top of the option values again.

Select all values & Deselect all values

When configuring rules you may wish to select most of the option values for a drop down, but not all.  When there are a large number of option values, this can take a long time to do individually.  Instead, you can click the 'Select all values' button and then deselect the few values you do not want selected.

If the drop down already has option values selected when you click either of these buttons, a dialog will be displayed to warn you that the current selected options will be replaced (either with all values selected or with all values deselected).  You will need to confirm that this is what you want to do.