Pre-populated ticket fields

@Rutger Bockholts 

Thanks , you are right it should be &, something was wrong when I wrote the URL but couldn’t put my finger on what is was. 

Did some smal Tests and it worked great, going to post some more when I have a full setup. 

//Daniel 

Could you also populate a dependet field?

And how do you handle field with spaces in them?

Hi Anders,

A dependent field is possible as well. In below script lines I take the Category field as an example.

Be aware that the main Category value behind the # is a numbered ID, however the sub-category and item-category are both named ID's. In your case, you only have to replace the category ID and the values into a static value or use a variable as showed in my previous post.

    // Category field:
    $("#27000073325").val('Hardware').show().trigger("change");

    // Sub Category:
    $("#sub_category").val('Computer').show().trigger("change");

    // Item Category:
    $("#item_category").val('Tablet').show().trigger("change");  

For your second question, I'm not sure what you mean. If you want to populate a value that contain spaces, you can just add them as-is as a value:

$("#item_category").val('Notebook and drawing tablet').show().trigger("change"); 

If you need something else, please let me know.

Kind regards,

Rutger Bockholts

Freshworks

Thanks for the fast reply.

How would the above example end up in an URL?

I wasn´t that clear in my question but I am looking for direct URL to use.

Hi Anders,

With the following url you can pre populate the values in the Category fields:

https://example.freshservice.com/support/tickets/new?category=Hardware&sub_category=Computer&item_category=Notebook%20and%20drawing%20tablet

As you can see, the spaces for the item category field are notes with “%20”, which is the html code for a space. The script below will do a check in the item category part for this space and replace the “%20” code with an actual space.

When someone is loading the incident form without above url, you don't want additional errors in the console, so I've added an check if the char “&” exist in the url. If not, the rest of the script will be skipped.

<script>
  jQuery(document).on('PageUpdate', function() {
  var current_url = window.location.href.toString();
	  if(current_url.includes("&")) {

		// Category field:
		var url_category = getParameterByName('category');
			console.log('url_category: ' + url_category); 
		$("#27000073325").val(url_category).show().trigger("change");

		// Sub Category:
		var url_subcategory = getParameterByName('sub_category');
			console.log('url sub category: ' + url_subcategory); 
		$("#sub_category").val(url_subcategory).show().trigger("change");

		// Item Category
		var url_itemcategory = getParameterByName('item_category');
			if (url_itemcategory.includes("%20")) {
				url_itemcategory = url_itemcategory.replace("%20", " ");
			}
			console.log('url item category: ' + url_itemcategory); 
		$("#item_category").val(url_itemcategory).show().trigger("change");    
	  }
  });   
</script>

Kind regards,

Rutger Bockholts

Freshworks

Hi Rutger

Sorry to re-open an old thread. I am hoping you can provide some assistance please? I think I have found the ID’s in the page source, but I’m not sure where I need to setup the script within Fresh

Thanks

Karl