This article explains how to create Conditional Group Attributes and contains the following topics.:
Conditional Group Attribute emphasizes a user-driven experience for creating tickets using the catalog or an analyst filling information in a ticket for an end user. As an Administrator, you can configure custom attributes to appear in the Additional Information section of a ticket based on the user's input. While creating a rule, along with the list type attributes you can also add text type attributes.You must create the Custom Attributes/fields and link them to a Custom Ticket Attribute Template before you build the conditional attribute group. Custom Ticket Attribute Templates allows to group the custom attributes with a section header to easily identify them and populate the data. Conditional Group Attributes help associate multiple conditional questions for a specific Section Header in Additional Information in a ticket.
To learn about Custom Attributes and Custom Ticket Attribute Templates, see the following topics:
You can configure Conditional Group Attributes to define rules and conditions for the visibility of custom attributes in the Ticket Details workspace. You must create the Custom Attributes/fields and link them to a Custom Ticket Attribute Template before you build the conditional attribute group.
To define Conditional Group Attributes:
You must relate a custom field template to a Category-Class-Type-Item (CCTI) categorization. Based on the related CCTI, the section headers in the Additional Information section are displayed. |
Before creating Conditional Group Attributes, you must create the required Custom Attributes and Custom Ticket Attribute Templates. See Create and Manage Attributes and Create and Manage Custom Field Templates
The following example explains how to define conditional group attributes.:
Example:
We have created a Group with a specific Custom attribute template (Personal Information) and a specific Section header (Employee Provisioning Data).
In our example, we have defined two countries, India and USA.
The service desk admin wants to build a form for employees to fill out data related to new hires. The questions on the form must be driven based on the employees location in India or the USA.
If the user selects the India, the States list will be displayed and will show a list of states in India in alphabetical order. If the user selects the Country as USA, the list of USA States will be displayed in alphabetical order.After creating conditional questions, you need to add rules such as 'if Country is equal to India, following are the list of States' or 'if Country is equal to USA, following are the list of States'.
To define conditional custom attributes, follow these steps.:
To navigate to the Conditional Custom Attributes page, click Manage, Tools and then Conditional Group Attributes. The following page appears.:
On the Conditional Questions tab, you create questions for which you define rules or conditions later. Specify the following details.:
a. Click New Question. The questions should be in sequence since the rule is created based on your first question followed by the subsequent questions.
b. Type the questions which you want to show as prompts for the user in the Additional Information section, for the selected section Header. You can add multiple questions.
c. Select the mapped custom attribute. Mapped custom attributes are displayed based on the selected Custom attribute template on the General tab.
d. Click Save.
The following window displays questions and rules that are already defined.
You can add up to maximum of 10 Questions in Group |
You can define rules for the questions to display the possible options to the user upon selection. You can add both list type and text type attributes.
To create a rule, follow these steps.:
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The following window displays how the conditional questions appear in the Ticket Details page for the end user.
List Type Attribute:
Text Type Attribute: