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Technical Author

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Recent activity by Technical Author
  • Formset App - Native Configuration

    Background and Introduction Here we describe some practical principles such as hiding custom fields, mainly in association with hierarchical cascading of conditionality. The default app settings wi...

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  • Checking Configuration with the Agent Simulator

    Test the effect of Rules, using the Agent Simulator The Agent Simulator is a supplementary feature which has no impact on the functioning of the app or its configuration.   To access the Agent Simu...

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  • Mandatory Fields

    Define fields as Mandatory when made visible by a configuration rule Mandatory status is a global setting on a field, not a per rule configuration.   Accessing the Formset Screen: To manage rule g...

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  • Formset - Edit and Browse

      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).   The Formset Configura...

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  • Formset Technical Overview

    Define custom fields in Zendesk for Conditionality Rules Formset is an app that runs on the Zendesk agent interface. Zendesk allows you to define custom fields to record details about a ticket, us...

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  • Positive and Negative Driving Selections

    Flexible and efficient methods to identify Rule selections In most cases a default positive selection works well, but sometimes it is more efficient to say which values are not applicable where you...

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  • 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.  Accessing the Formset Screen: To manage rule groups and rules, c...

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  • AND/OR Driving Selections

    Combining Driving Fields to implement more sophisticated Rules The driving field types include AND/OR options. The OR option is explicitly supported within the driving field types. It displays onl...

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  • System Driving Fields

    Additional Zendesk and Cloudset specific driving field types for Rules Some system driving field types are only applicable to the Zendesk Enterprise level such as Brands.   Accessing the Formset Sc...

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  • Creating Rule Groups & Rules

    Conditionality rules are organized into Rule Groups.  They have no functional relevance other than to help collate and manage conditionality rules. Rule Groups can be collapsed and exposed to enabl...

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