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.