Field Groups

Configuration > Tickets > Field Groups

or

Configuration > Sales > Field Groups (v2.251+)

Related Guides:

• Ticket Types (Field Lists)

Details#

Field	Type	Description
Field Group Name	Free Text	This will be how the Field Group appears in lists elsewhere throughout the system.
Group Header	Free Text	When these groups are applied, this will be used as the header of the Group when they are displayed.

Defaults#

Field	Type	Description
End-User Action Visibility	Single Select	This will determine whether or not the End-User can see and edit this Field Group on Actions. Should they have edit access, it also determines the level to which this field's population is enforced.
End-User New Ticket Screen Visibility	Single Select	This will determine whether or not the End-User can see and edit this Field Group when logging new Tickets. Should they have edit access, it also determines the level to which this field's population is enforced.
End User Ticket Details Screen Visibility	Single Select	This will determine where, if at all, the Field Group's information will be displayed on the End-User Ticket Details screen.
User Hidden if empty	Checkbox	When checked, the setting is applied to all fields in this group. This setting will hide the field from the User in the Ticket Details if it is blank (instead of showing "Not Set").
Agent Action Visibility	Single Select	This will determine whether or not the Agent can see and edit this Field Group on Actions. Should they have edit access, it also determines the level to which this field's population is enforced.
Agent New Ticket Screen Visibility	Single Select	This will determine whether or not the Agent can see and edit this Field Group when logging new Tickets. Should they have edit access, it also determines the level to which this field's population is enforced.
Agent Ticket Details Screen Visibility	Single Select	This will determine where, if at all, the Field Group's information will be displayed on the Agent's Ticket Details screen.
Agent Hidden if empty	Checkbox	When checked, the setting is applied to all fields in this group. This setting will hide the field from the Agent in the Ticket Details if it is blank (instead of showing "Not Set").

Field List#

Fields added to this list will be included in the Field Group, and their visibility and requirements are outlined with the following settings, applicable on a per-field basis.

Field	Type	Description
End-User Action Visibility	Single Select	This will determine whether or not the End-User can see and edit this Field on Actions. Should they have edit access, it also determines the level to which this field's population is enforced.
End-User New Ticket Screen Visibility	Single Select	This will determine whether or not the End-User can see and edit this Field when logging new Tickets. Should they have edit access, it also determines the level to which this field's population is enforced.
End User Ticket Details Screen Visibility	Single Select	This will determine where, if at all, the Field's information will be displayed on the End-User Ticket Details screen.
User Hidden if empty	Checkbox	When checked, this setting will hide the field from the User in the Ticket Details if it is blank (instead of showing "Not Set").
Agent Action Visibility	Single Select	This will determine whether or not the Agent can see and edit this Field on Actions. Should they have edit access, it also determines the level to which this field's population is enforced.
Agent New Ticket Screen Visibility	Single Select	This will determine whether or not the Agent can see and edit this Field when logging new Tickets. Should they have edit access, it also determines the level to which this field's population is enforced.
Agent Ticket Details Screen Visibility	Single Select	This will determine where, if at all, the Field's information will be displayed on the Agent's Ticket Details screen.
Agent Hidden if empty	Checkbox	When checked, this setting will hide the field from the Agent in the Ticket Details if it is blank (instead of showing "Not Set").
Tab	Single Select	This determines in which Tab this field is displayed, should it be added to a Ticket / Action.
Agent Ticket Details Modify Access	Single Select	This determines which Agents can modify this field directly from the Ticket Details screen, and can be restricted by Role.
Dynamic Field Visibility	List	Here, other fields can be added as requirements for this field to appear on tickets. Conditions surround the field in question's value, and include "Not Empty", "Empty", or "Equals". Only one of these requirements needs to be met for the field to be made visible.
Dynamic Field Value Visibility	List	Here, certain possible values in the Field can be made visible dependant on certain conditions reliant on other fields.
Override display label	Free Text	This will be the label of the Field, and will replace the Field's usual label when used via this group.
Chat input message	Free Text	This will be the message that the Chat Bot uses to prompt the entry of this information via this Group.
Make label and value bold	Checkbox	When checked, this field's label and it's value will appear as bold when viewed via this Group.