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What is Dynamic Field Rendering?

Earlier, the ticket page layout in Self Service was identical for all types of tickets and customers could only configure static layouts for users based on the user profile.

This model of a single page layout for all ticket types was inadequate to serve a use case where certain tickets required additional inputs from the client before the tickets can be attended by staff users. Furthermore, these additional inputs may not be relevant for other types of tickets and hence should not be exposed to the other ticket types.

To meet this requirement, Dynamic Field Rendering is introduced, wherein fields are rendered dynamically. Using the Dynamic Field Rendering feature, admins will be able to show or hide certain fields on the ticket layout based on the criteria configured by the administrator. When creating or modifying tickets in Self Service, customers can obtain additional information that is required to resolve tickets. The functionality is similar to the conditional rendering used in Request Definition inputs.

 

Why Dynamic Field Rendering for tickets?

When creating or editing a ticket, additional information required to resolve tickets doesn’t get captured. Often, the staff users must contact the client users to get that additional information for the ticket. To avoid this situation, you can configure the field display criteria and capture the required information when a ticket is being created or modified. 

Ticket layouts contain several fields. However, all fields may not be relevant to all types of tickets. By enabling the Dynamic Field Rendering feature, you can hide the irrelevant fields on a ticket layout.

 

Enabling and configuring Dynamic Field Rendering for tickets

Administrators can enable the Dynamic Field Rendering feature for Self Service 3.0 tickets and define field display criteria for all ticket layouts. The configured field display criteria are applied when creating or modifying tickets in Self Service 3.0. The ticket form shows relevant fields based on the client’s inputs.

 

Let’s look at an example.

 

Suppose the ticket category is Network Issue. In this case, you might need additional information, such as Network ID and Service Provider.

By enabling dynamic field rendering, administrators can configure the ticket layout in such a manner that the Network ID and Service Provider fields are displayed only when a client user enters the ticket category as Network Issue.

 

The following steps explain how these criteria can be configured.

 

1.      Click the Remedyforce Administration tab.

2.      On the Home page, click Configure Self Service > Ticket Layouts.

3.      Click Create/Edit Layout.

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4.      On the Layout: Ticket tab, select the required ticket layout for which you want to configure the field display criteria.

5.      Select the available field sets.

6.      Select the Enable Dynamic Rendering checkbox.

7.      Click Save to enable the Define conditions link.

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8.      Click Define Conditions. The Conditions pop-up is displayed.

9.      The Conditions pop-up contains the list of all the fields available in the layout.

Note: Common fields across the fieldsets are not repeated.

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10.   Select the Configure Dynamic Display checkbox for the field that should be displayed based on a certain condition. For example, Network ID field. Once you select the checkbox, the Display if link is displayed.

a.      On Save, an error will appear on the UI, if admin has selected 'Dynamic Display' checkbox for a field but did not define criteria for that field

11.   Click the Display If link.

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12.   From the Field list, select any field, for example, Category as you want to display the Network ID field based on the ticket category.

13.   From the Operator list, select the required operator.

14.   Click the Search icon and select category value. For example, Network Issue.

15.   Select the required logical operator.

16.   Click the Add icon. You can define a single condition or multiple conditions.

17.   Below the Grid, click Add Advanced Rule Logic to modify the field display rules.

18.   Click the OK button.

19.   Click Save.

 

20.   To define the field display criteria for other fields, such as the Service Provider field, repeat step 10 through step 19.

 

How the Dynamic Field Rendering works

Once the dynamic field rendering criteria have been configured by the administrator for a specific Ticket Layout, Self Service 3.0 will honor the configured criteria when that layout is launched by the assigned persona. After Self Service 3.0 has been loaded, the details of the layout and conditions for different fields are fetched along with the client details that are required for dynamic rendering of fields.

Based on the conditions defined by the administrator for each field in the layout, if the values entered by client satisfy the conditions to render any field, that field is displayed, else it will remain hidden.

 

For example, in the previous section we have configured the criteria that if the client selects the Category as Network Issue, the form will dynamically render the Network ID and Service Provider fields: 

 

1.      As a client, log in to the Self Service 3.0

2.      Click Submit Ticket.

before_entering_inputs.PNG

 

3.      In ticket form, select the Network Issue category for which the condition has been defined.

4.      The Network ID and Service Provider fields are displayed on the ticket form.

after_entering_inputs.png

 

Few Considerations

 

1.      This feature will be Opt-in for both Fresh and Upgrade customers.

2.      Note that the Dynamic Field Rendering Dynamic Field Rendering feature is supported for Self Service 3.0 only.

3.      When Dynamic Field Rendering is enabled and a displayed field containing a value is later hidden due to a change in its controlling field values or if there are fields that have default values, the values in the hidden fields are getting saved on the ticket submission. This might also trigger any workflow or process that is dependent on the saved value.

4.      Applicable for New, Edit, and Copy of Ticket.

5.      Applicable for Common tickets.

6.      Multiple level conditions are supported.

7.      To create complex conditions, Advanced rule logic is provided.

8.      Duplicate fields are not displayed.

9.      A warning is displayed if conditions are defined using fields that are no longer present on the ticket form.

10.   Fields appear on the form in the same sequence in which they are added in the layout.

11.   Fields become visible only if all the conditions are satisfied.

12.   The value for only those fields will be saved which are visible on the form.

13.   The permissions of each field will be honored when any field is displayed on the incident form.

14.   This feature will work along with the Exclude fields on the new ticket form feature.

15.   Date and DateTime values defined in the conditions will be saved in the GMT format.

16.   You cannot define the field display criteria for the Time and Encrypted field types.

17.   You cannot define conditions for mandatory fields.

18.   Even if you add a condition for the Description field, it is not applied in Self Service 3.0 as the Description field is a mandatory field.

19.   When defining the field display criteria, you must exclude the following read-only fields:

·        Layout Type

·        Auto Number

·        Smart View

·        Opened Date

·        Resolution

·        Has Attachments

·        VIP client

20.   If the administrator has selected the Dynamic Display checkbox for a field, but did not define criteria for that field, an error is displayed on saving the criteria.

21.   The Field Rendering Conditions pop-up that is displayed at the time of defining criteria contains a field list that has all the fields on the layout except the one for which the condition is already configured. Depending on the data type of the selected input field, further options are rendered:

·        For a Picklist field, the drop-down contains all picklist options.

·        For a Date/Date Time field, the Date Picker is rendered, and the date is shown in the user's locale.

·        For TextArea field, an expandable TextArea box is rendered.

·        For Text and Number fields, input fields are rendered.

·        Depending on the data type of the selected Input field, the list of Operators is displayed.

·        The supported Logical Operators are "AND", "OR", and "NONE".

22.   As there is no change in the existing custom objects there are no changes for existing customers.

23.   Profile-layout assignment should continue to function as before.

24.   No change should be observed when Layout: Ticket page is opened from the Console tab.

25.   No impact should be observed on the conditional rendering of Service Requests.

26.   A field will never appear on the form that has a criterion defined on fields that are no longer in the layout as the condition will always evaluate to false.

27.   Operators- Supported operators depending on data types are:

 

Datatype

Operator

Text

['='],['!='],['LIKE'],['NOT LIKE']

Phone

['='],['!=']

Currency

['='],['!=']

Percent

[['>'],['>='],['='],['!='],['<'],['<=']]

Number

[['>'],['>='],['='],['!='],['<'],['<=']]

Boolean

['='],['!=']

Email

[['='],['!='],['LIKE'],['NOT LIKE']]

Reference

['='],['!=']

DateTime

[['>'],['>='],['='],['!='],['<'],['<=']]

TextArea

[['LIKE'],['NOT LIKE']]

Picklist

[['='],['!='],['LIKE'],['NOT LIKE']]

Troubleshooting

1.      The following could be some reasons why  fields are not visible on the form even when the conditions to display them have been satisfied:

·        Verify whether the fields have been added in the “Exclude Fields While Create Ticket” fieldset.

·        Formula fields will not be displayed while creating or copying a ticket.

·        Inter-dependency of fields.

2.      The following could be a reason why the checkbox to add conditions for certain fields are grayed:

·        The fields could be the required fields. You cannot add conditions for the required fields.

Settings applicable for this feature

          The following existing administrator settings are applicable for this feature:

·        Allow applying of templates on an existing record

·        Replace form field values with template field values

 

References

Thank you for reading this blog. I would love to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature, etc.

If you need further information, you can refer the following links:

 

 

 

1.      From the Field list, select any field, for example, Category as you want to display the Network ID field based on the ticket category.

2.      From the Operator list, select the required operator.

3.      Click the Search icon and select category value. For example, Network Issue.

4.      Select the required logical operator.

5.      Click the Add icon. You can define a single condition or multiple conditions.

6.      Below the Grid, click Add Advanced Rule Logic to modify the field display rules.

7.      Click the OK button.

8.      Click Save.

9.      To define the field display criteria for other fields, such as the Service Provider field, repeat step 10 through step 19.