When a requester raises a ticket, you'll likely need them to enter a few important details regarding their request. Things like the requester's desk location, an issue's category and sub category (based on how you've categorized your requests/incidents) are all useful to set up ticket automations, and to also triage the issue at hand quickly.
With dependent fields, you can make it easier for requesters to quickly enter ticket fields by providing them with a list of contextual options to choose from.
To create a ticket template, go to Settings > Templates (under Advanced Configurations). Click on +Template and select Ticket.
Note: If you want to edit an existing template, go to Settings > Manage Fields first and follow the steps below to create your dependent field. Then, jump into your template and start using the newly created custom field.
Scroll down to find the Dependent field component on the right (under Basic components). Drag and drop it into the editor to begin.
Click on the edit icon and enter your ticket field's title and description. Next, decide how you want your requesters to fill in an answer for your dependent field. You have two ways to do this:
Select: This will display a dropdown of options
Radio: This will show a list of radio buttons
Next, select the parent field on which your new field will depend on.
Let's create a field for an employee's location and select employee type as the parent field in this example. Select the employee type you want to work with and start typing your options (Eg: First Floor, WFH, Coworking space)
Once you're done entering your options, hit Save. Your new dependent field is now ready to use in your ticket template.
Note: New custom fields (dependent or otherwise) you create will also be available to use as parent. You can hence have multiple, interdependent fields in your ticket template. For example, you can have employee location dependent on employee type, and desk location dependent on employee location.
Once you save your ticket template, here's what a requester will see when raising a ticket:
Managing dependent fields
Go to Settings > Manage Fields.
Here, you can see your list of default and custom fields. You can see a dependent field's parent by hovering over the icon marker that's available in the Dependent Field column against each ticket field.
