You can configure dynamic sections for custom dropdown fields in your ticket forms at the client-specific level. This enables the selection of different sets of fields that appear based on user input.
For example, you may want to capture client-specific details (such as workstation number and IP address of devices) in the tickets associated with a client. Whereas, you may want to capture client-specific details (such as employee ID and date of joining) in the tickets associated with another client.
Using dynamic sections in your ticket form can help your agents filter tickets easily and resolve them faster.
To configure dynamic sections for your ticket forms:
Go to Admin > Global Settings. Click at the top left corner, and select a client under Client-specific settings.
Go to Service Management > Service Desk Settings > Field Manager > Ticket Fields.
To add a new custom dropdown field to the form, select a dropdown field type from the Drag & Drop Field options (for example, Dropdown field type).
The Properties section for adding the new custom field is shown on the right pane.
Enter a name for the new field and update other properties under the Behavior section (as required).
Add or update items under the Dropdown Choices section and click Done. The new custom field will be added to the form.
Then, click Save on the Ticket Fields page.
To add dynamic sections, hover over the added field and click the ‘+’ icon.
The Section Properties dialog opens.
Enter a section title (for example, Legal) and select the required dropdown choice from the Show this section for field.
Click Done. The section is added under the new custom dropdown field.
Drag and drop the field type you want to add to this section from the Drag & Drop Field options (for example, Checkbox).
The Properties section opens on the right pane.
Add a field label, update other properties (as required), and click Done. The field will be added to the section.
Note: You can add more sections using the New Section option, and edit or delete any sections.
Then, click Save on the Ticket Fields page.