We have catalogue items that can cover multiple categories depending on how our Users log the request.
I attempted to get Automation rules to automatically change the default category depending on certain fields but since the fields only exist in a catalogue item and not a Incident or a form, They were inaccessible.
I've found a workaround to
- Create a Custom Form Build a custom form containing the fields required to determine which category, subcategory, system, or variable the request applies to.
- Create a Dynamic Form Rule Configure a Dynamic Form Rule that applies the custom form whenever the request matches the relevant category, subcategory, or conditional criteria.
- Configure “Show” then “Hide” ActionsWithin the rule’s true condition:
- Add an action to show the custom form.
- Immediately follow it with an action to hide the form.
This method ensures the necessary fields remain available within the active incident for system logic or automation, while keeping them hidden from the analyst or requester’s view but would be handy if we'd have the option to include any custom fields in Automation rules.
