There are currently 3 apps with capabilities to hide ticket fields but all have their drawbacks:
Hide ticket fields app
- Only allows for dropdown fields and dependent fields to be hidden. Should allow for all custom fields to be able to be hidden.
Hide/Disable Ticket Fields app
- Although it allows allows for custom fields to be hidden, it only allows for one condition to be met. Should allow for multiple conditions.
- Only allows for fields to be hidden based on Agent and does not allow for fields to be hidden based on agent Group, which would be better, because now every time new a agent is added to a team, you have to remember to go and add new agent to the condition.
Custom Ticket Fields app
- Although it allows allows for custom fields to be hidden, it only allows for one type of configuration to be enabled, i.e. you can only set conditions based on Product, Group, or Ticket type.
- Also, you can’t add multiple values in a condition, so you have to add a condition for each value you want fields to be hidden for.
My suggestion is that only one app be available for hiding ticket fields, which has all of the above apps’ strengths and none of their drawbacks, so that users do not have to use a combination of the 3 current apps to configure the fields that we want to hide for our different teams.
The simplest solution may be to allow for the Hide ticket fields app to also hide custom fields, as it already allows for:
- Multiple conditions;
- It allows for fields to be hidden based on other fields, not just the Agent field;
- It allows for you to add multiple field values in a condition; and
- It allows for multiple configurations that conditions can be based on.
