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Allow Requester groups to use custom user fields as criteria

Related products:Freshservice
  • Sep 14, 2026 5:06 PM UTC
  • 4 replies
  • 21 views

Medic1334
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Pretty straightforward product shortfall here I think. The current requester group automatic membership is limited to the criteria below which are all default fields:

  • Department
  • Job Title
  • Location
  • Language
  • Time Zone
  • Reporting Manager
  • Email Domain
  • VIP User

We have custom fields for people who are employed externally being synced from our HRIS system and I’d like to exclude those users from being able to do certain things like being able to request hardware from us, etc.  Looks like I’ll have to create a custom script to do this that’ll run daily, but obviously having this built natively would be that much better.

4 replies

Medic1334
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  • Sep 14, 2026 5:07 PM UTC

​@Daniel Söderlund ​@mbutler  have you guys ever run into this and if so, how are you handling it?


Daniel Söderlund
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​@Daniel Söderlund ​@mbutler  have you guys ever run into this and if so, how are you handling it?

What ? 

I can select custom requester fields in the requester group filter. 
Checkboxes don’t work. 

 


Daniel Söderlund
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More checking , created different types of fields 
 

 

this shows upp

So maybe be able to use more field types would be great. 


Medic1334
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  • Sep 16, 2026 1:42 PM UTC

Cant believe I didnt try a field without restrictions (which yours are).  Apparently /any/ restriction of access to the fields makes that field unable to be used as criteria in the requester group conditions.  I will have to split out the field I need so that it’s visibility is global instead. Not ideal but I can understand why this is the case. I’ll update the original to allow for inclusion of restricted fields.