Business Rules - Automatically setting a drop down option depending on group

  • 19 January 2023
  • 1 reply

Badge +2

HI All,


Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?

I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.

I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.

Is there another way to do this apart from business rules?




1 reply

Userlevel 7
Badge +11

Hi @Dani .

If I understood correctly your request,  and leveraging you mentioned that it is not necessary the drop-down to be visible, this actually can be achieved using a workflow.

In the workflow, based on your group selection, you can set the value for a field (which cam be a drop-down). Then you can continue processing with the set/chosen value.

Note the ticket view would need a refresh for the change to be visible, in case the drop-down be visible.

Hope this helps. Please elaborate your inquiry otherwise.