Dynamically show or hide fields in a Service Item form

Hey @AlexanderPaul 

You could do it with Dynamic Drop downs, or using Business rules for forms. Business rules for forms would probably be the best method.

I’ll make a little video to show you!

That would be great thanks...although please remember this is for SERVICE ITEM forms, and not ticket forms… :)

Also a limitation seems to be that you can’t do this visually if you use a custom object as datasource for your dropdown. You can then only use the Business Rules.

See my example below. The first dropdown has a custom object as datasource and there’s no option to “Add Dynamic Sections”. To the second dropdown I manually added some items and it does get the “Add dynamic sections” option. Which in my opinion is much easier to configure visually, but I don’t want to stop using my custom objects. I hope Freshservice adds this feature. 

Then use a Business rule, you can set those on a service item :D 

What we did was we created the fields
 

Linked those to the category’s using a custom object and set up a workflow to sync the categorys from the agents to the ones from the users.
We also included auto assign to the right team so tickets get routed accordingly.