What We're Working On
over 1 year ago

Custom Field Logic

It would be great to have custom fields that can be based on logic. For example, If field A is “1” then make field B and C available. Else do “do nothing” (or make field D or E available if you wanted). You get the idea.

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=747&page=1#Item_0

  • I'm shocked that this thread started 7 years ago and its still not in a completed state.... This logic is implemented in many other help desk solutions and I have recently questioned the programming team behind it. This site shows that they are only working on 3 items, if they are busy with other items that are improving the help desk, shouldn't they be reported somewhere? Customers should be able to make the vote precedence to what gets done first unless its from a security or patch perspective. But if its just features... this is a must!

  • My program has a lot of complexity in the ways we have to gather and use information submitted in tickets. Before transitioning over to Web Help Desk, we had to use this type of feature to gather detailed information that most of our clients would fail to provide if not asked. Right now, we have to use the Location and Room fields to gather only one piece of important information. Not having this feature has hindered us a ton in the 2 years we've been using this tool. I hope this feature can be added into the next update.

  • So, this feature was requested/proposed in 2013.  It's now 2018.  Where the heck are you on this?!  It's a feature that even non-ticketing websites like Sharepoint and even free blogs offer.  I'm even seeing free ticketing web solutions offering this. 

  • So glad to see the status changed to what were working on.

  • I believe you could accomplish what you are wanting to do by making use of the "Process\Action Rules". Under the Criteria tab, choose "Custom Field" from first drop down, then whatever other fields you want to specify. You would need to create multiple Actions to send out the different emails to the specific recipients based on the criteria specified. Hope this helps.