Workspaces, global form fields

Hello ​@MariamP ,

Just wondering as I’m in the same boat if found a solution / workaround for this?

My Environment has 3 x workspaces - Global Category form field makes sense shared across WS1 & WS2, but WS3 the categories aren’t relevant at all and we wish them to be hidden (replaced by a local workspace category setup instead).

Best Regards,

Daniel

Yes, you can achieve this by setting conditional visibility rules or field permissions in your ticketing system or CRM. Here’s how you can do it based on common platforms:

Method 1: Using Conditional Visibility (If Supported)

1. Go to Global Form Fields

   • Locate the Category field in your form settings.

2. Set Conditional Rules for WS1 and WS2

   • If the workspace is WS2, show only Cat1 and Cat3.

   • If the workspace is WS1, show only Cat2 and Cat4.

3. Apply Rules Based on Workspace Selection

   • If your platform allows setting conditions based on the workspace field, configure it so that the category dropdown updates dynamically.

Method 2: Using Separate Forms Per Workspace

1. Create Two Different Forms

   • Form 1 (For WS1): Only includes categories Cat2 and Cat4.

   • Form 2 (For WS2): Only includes categories Cat1 and Cat3.

2. Assign Forms to Workspaces

   • If your system allows workspace-specific form assignments, make sure WS1 uses Form 1 and WS2 uses Form 2.

Method 3: Using Role-Based Permissions (If Your CRM Supports It)

1. Go to Field Permissions

   • Find the Category field settings.

2. Restrict Visibility Based on Workspace Membership

   • Configure it so that WS2 users can only see Cat1 and Cat3.

   • Configure it so that WS1 users can only see Cat2 and Cat4.

Which Method Should You Use?

• If your platform supports conditional logic, Method 1 is the easiest.

• If you can use separate forms, Method 2 gives better control.

• If your platform has field permissions, Method 3 is useful if different users handle different workspaces.

It’s on the road map that you can have categorise on workspace level. Will see how do it.
If they do it the same way other fields you can’t access them in other workspaces. 
You can’t use them in global workflows. If you move a ticket between workspace the value will be reset if it’s in same in both workspaces. 

Until then you can use business rule for forms to hide it.