{"id":2210,"date":"2024-05-28T12:02:08","date_gmt":"2024-05-28T12:02:08","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/adding-conditions-to-request-fields\/"},"modified":"2025-05-23T09:07:00","modified_gmt":"2025-05-23T09:07:00","slug":"adding-conditions-to-request-fields","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/adding-conditions-to-request-fields\/","title":{"rendered":"Adding Conditions to Ticket Fields"},"content":{"rendered":"\n
Conditional ticket fields allow different fields to be shown or hidden based on certain criteria, making ticket management more dynamic and user-friendly. You can configure the ticket fields and conditions via the administration panel.<\/p>\n\n\n\n
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First of all, log in to the Grispi admin panel.<\/li>\n<\/ul>\n\n\n\n
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In the admin panel, go to the \u201cTicket Forms\u201d section from the \u201cManage\u201d tab. Here, you can view and edit your existing ticket forms.<\/li>\n<\/ul>\n\n\n\n<\/figure>\n\n\n\n
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Click on the relevant form to add conditions to the form fields. The form editing page will open. Click on the \u201cAdd Conditions to Fields\u201d button on the top right.<\/li>\n<\/ul>\n\n\n\n<\/figure>\n\n\n\n
1. Add Field Requirement According to Ticket Status<\/h2>\n\n\n\n
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By clicking the \u201cAdd Field Requirement\u201d button, you can edit the requirement of the form fields you want in the form according to the ticket status.<\/li>\n<\/ul>\n\n\n\n<\/figure>\n\n\n\n
Example:<\/em> <\/strong>In an e-commerce delivery form, you can make the \u201cShipping Date\u201d field mandatory in order to close the ticket as resolved. In this condition, in order to close the ticket as resolved, the ticket field \u201cShipping Date of the Product\u201d must be filled in. However, this field is not required for New, Open, Pending, or On Hold status.<\/p>\n\n\n\n<\/figure>\n\n\n\n
2. Add a Condition to a Field<\/h2>\n\n\n\n
Click on the \u201cAdd Condition to Field\u201d button. Specify in which case the field should be shown or hidden.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Example:<\/strong><\/em> You may want the \u201cDevice Type\u201d field to appear when the \u201cTicket Type\u201d field is selected as \u201cTechnical Support.\u201d<\/p>\n\n\n\n
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When filling out this field: Select the ticket field where the condition will be added. Example: \u201cTicket Type.\u201d<\/li>\n<\/ul>\n\n\n\n
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If the value is: Select the state in which the condition will be triggered. Example: \u201cTechnical Support.\u201d<\/li>\n<\/ul>\n\n\n\n
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Then show these fields: Select the field to show when the condition is triggered. Example: \u201cDevice Type.\u201d<\/li>\n<\/ul>\n\n\n\n<\/figure>\n\n\n\n
After specifying the condition criteria, click the \u201cOK\u201d button to complete the process.<\/p>\n\n\n\n
In this case, when the \u201cTicket Type\u201d field is selected as \u201cTechnical Support\u201d in the ticket fields, the \u201cDevice Type\u201d field will be listed. However, the \u201cDevice Type\u201d field will not be listed when other options are selected.<\/p>\n\n\n\n
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