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.

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

Custom_Field_Driving_Fields.png

Driving selections primarily use Custom Fields.

To configure a driving field:

1. Click on a dark grey field name bar.

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

2. Click on the black dots to select them.

    These dots will turn blue to denote the selection. 

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

Examples:

In the Request Type field, select Technical Support

The rule will be triggered to apply the Controlled Fields.

Driving_Fields_-_Single_Selection.png

In the Request Type field, select Technical Support and Internal

The rule will be triggered to apply the Controlled Fields.

Driving_Fields_-_Multiple_Selection.png

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

 

 

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