A few questions and possible feature requests
I have a few questions and possible feature requests pertaining to my HelpDesk project.
- I have a custom field which holds a certain value from a customer (e.g., “XYZ”). I would like agents to see a link or button which opens another site showing information about that value (e.g., “http://lookup.local/XYZ”). Is that possible?
- I would like to be able to group enumerations for display as HTML optgroup
- I would like to be able to group fields in an online form for display as HTML fieldset
- When a customer (reporter) logs in, they can see their tickets, but I don't see any “new ticket” option for them to access the online form. Should there be one?
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Hi there,
I'm Sergey from the YouTrack Team. Thanks for reaching out!
1 — Creating links based on custom field values
You can achieve this by creating a second custom field and automatically updating it based on the value from your first field. For example, you could store the link in a string or text-type field. Automations like this are managed via workflows. See the related documentation:
2, 3 — Grouping enumerations and fields in online forms
It's not currently possible to customize the HelpDesk form to display enumerations as HTML optgroups or group fields as HTML fieldsets.
4 — New ticket option for customers
The "New Ticket" button should be available at the top right corner when customers log in. If it's not showing up, make sure you have at least one form enabled and set as primary in your HelpDesk settings: HelpDesk Online Forms
Let me know if you have any more questions!
Thanks, Sergey Merzlov . Regarding Item 1, should the “Update the value in a field” workflow action be able to accomplish this? It only seems to support setting a fixed value. Or does this have to be done via a JavaScript workflow?
Regarding Item 4, the New Ticket button appeared once I made the (already active) form Primary. Thanks!
Hi there,
For simple logic, you can use the visual workflow constructor with predefined blocks like “Update the value in a field”. For more complex scenarios, JavaScript workflows offer much more flexibility.
Glad to hear the New Ticket button appeared after setting the form as Primary!
Let me know if you have any more questions!
What I meant, Sergey Merzlov , was can the “Update the value in a field” action do something any more complicated than set a static value? If so, how do I do that? The field appears to accept only a static string value.
Also, I'm struggling to get started with JavaScript workflows. For something like this, would it be possible to get some guidance what the ‘guard’ and ‘action' should be?
For example, for a custom field “Key Code”, when it changes (i.e., is created or edited), then build another field, ‘Key Report’, which concatenates a URL prefix with the first value? Here's an example, though it doesn't appear to work, yet.
Hi there,
The "Update the value in a field" action in the visual workflow constructor is limited to static values for string fields. However, it can offer more options depending on which field type you're updating. For your use case of dynamically building URLs in the string field, you'll need to use JavaScript workflows.
Regarding your JavaScript workflow, there's one issue with your code:
String fields don't have a
valueproperty. Change this line:To this:
Also, make sure the workflow is properly attached to your project and doesn't have a "Requires setup" label, which would indicate configuration issues. You can find more details here: Attach Workflow to Projects
Let me know if you have any more questions!
Well I'll be, it worked. Thanks!
Should I have seen any messages in the Console area when I had this workflow open and was erroneously assigning to .value? I saw/see none, ever.
Hi,
Some errors are shown right on the issue page when applying changes that trigger a faulty rule. All custom logging (via `console.log()`) and errors are also displayed in the workflow editor console, not the browser console.
That's what I meant, the workflow editor console. I saw and see no messages on there; not that I'm explicitly calling console.log(), but I see no errors there at all.
Okay, I added an explicit console.log() call and now I see it there. I never saw errors related to trying to assign to that issue.fields.KeyReport.value property, though.
If you didn't see it, then it means the rule didn't even execute. You can try creating a test rule, add custom logging to confirm it's actually working and passes the guard, and then see if the errors appear in the console.