Using custom ticket fields in business rules and views

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

Custom ticket fields, while incredibly useful, are not equally available as conditions across business rules and views. This article explains which custom field types and conditions you can use in business rules and views, and how to use them.

Note: For more detailed information on the interaction with custom ticket fields, business rules, and views, see Understanding custom ticket fields in business rules and views.

This article contains the following topics:

Permitted business rules and view conditions

About custom ticket fields in business rules and views

Permitted business rules and view conditions

The following business rules and views conditions are permitted for the respective custom field types.

Note: Views are only available for a limited number of custom field types. For more information on this interaction, see Understanding custom ticket fields and views.

Custom field type | Trigger conditions | Automation conditions | SLA conditions | View conditions

Drop-down

Is

Is not

Present

Not present

Includes all drop down values

Is

Is not

Present

Not present

Includes all drop down values

Is

Is not

Present

Not present

Includes all drop down values

Is

Is not

Present

Not present

Includes all drop down values

Multi-select

Includes

Does not include

Present

Not present

Includes

Does not include

Present

Not present

Includes

Does not include

Present

Not present

Includes

Does not include

Present

Not present

Text

Present

Not present

Not available

Not available

Not available

Multi-line

Present

Not present

Not available

Not available

Not available

Number

Present

Not present

Not available

Not available

Not available

Decimal

Present

Not present

Not available

Not available

Not available

Checkbox

Is checked

Is unchecked

Is checked

Is unchecked

Only available if checkbox is set to add a tag

Is checked

Is unchecked

Is checked

Is unchecked

Only available if checkbox is set to add a tag

Date

Is

Is not

Present

Not present

Before

Before or on

After

After or on

Is within the previous*

Is not within the previous

Is within the next

Is not within the next

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

Is

Before

Before or on

After

After or on

Is within the previous*

Is within the next

Is

Is not

Before

Before or on

After

After or on

Is

Before

Before or on

After

After or on

Is within the previous

Is within the next

Regex

Present

Not present

Not available

Not available

Not available

Lookup relationship

Is

Is not

Present

Not present

Includes all filtered values

Not available

Not available

Is

Is not

Present

Not present

Includes all filtered values

Note: Using a custom date field with the Is within the previous trigger or automation condition may not work as expected. See Using a custom date field as a trigger condition and Using a custom date field as an automation condition.

About custom ticket fields in business rules and views

This section provides more information about individual custom ticket fields and their availability with business rules and views.

Drop-down fields

Multi-select fields

Text, multi-line text, numeric, and decimal fields

Checkbox fields

Drop-down fields

Custom drop-down field values are available for use across all views and business rules. Drop-down field values have a finite amount of predefined value options. For more information, see Understanding how creating, deactivating, or deleting ticket fields impacts tickets.

When using drop-down fields within conditions, the field will appear as follows:

Multi-select fields

Multi-select fields provide the option to choose multiple values from a list. This can then leverage the values set for the field equally across all business rules and views. You can either select to check for the presence of any value for the field or more granularly for specific values.

For example, checking for the presence of any value:

If you need to check for the presence of a specific value in the multi-select field, you can specify individual field values as conditions.

Lookup relationship fields

Lookup relationship fields provide the option to choose from a filtered list of users, organizations, and tickets in your account. You can add the fields to users, organizations, and tickets to establish relationships with other users, organizations, and tickets. See Understanding lookup relationship fields. You can use lookup relationship fields in the conditions of views and triggers. You can also use them in the actions of triggers to set the values of the fields.

In the following example, the first condition of a trigger is a user lookup relationship field named Support manager.

Text, multi-line text, numeric, and decimal fields

Custom text, mutli-line text, numeric, and decimal fields are only available for use as a condition for triggers. You can only check whether a value is present or not. The actual content of these fields can't be matched with any string or specific words.

Checkbox fields

Checkboxes are available across all business rules and views. For use in automations and views, the checkbox must have a tag. If your checkbox doesn't add a tag when checked, checkboxes won't appear as an option for use in automations and views.