In Summer 19 we have provided conditional rendering for tickets just like we have for service request. Also whenever you select categories , type description then smart suggestions for ticket templates, service requests definitions, knowledge articles n broadcasts gets displayed which client can select as per requirement on the fly. For your above questions you can add conditional rendering for categories and in turn on the basis of displayed categories you will get smart suggestions and there client can select either ticket suggested or service requests suggested.... I hope it will resolve your use case.
Thank you for replying back and sharing the documentation. As I go through the document I understand that dynamic rendering is for displaying fields conditionally. A few additional queries:
I have tried to configure this but it does not seem to meet what I have described in my initial query. Category field is very confusing for users and we want to replace it by something simple (maybe a dropdown). But with conditional rendering, Category field cannot be displayed conditionally. Is it possible to remove Category field?
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You can remove Category field by using the feature " Configure fields" , where you can add those fields in the field set that you dont want to be display on ticket form
Go to Remedyforce Admnistraion->Configure Self Service->Ticket Layouts
As you can refer below screenshot, where I have added Category and some more fields into field set that I dont want to display on Ticket form
In self service, those fields are not displayed on ticket form
Thanks Supriya. Much appreciated.