Define Conditions to Show/Hide Fields

Overview

Conditional form fields let you build dynamic ticket forms that adapt to your needs. They enable new workflows and make data collection more flexible and precise—while keeping the process fast and simple for users.

You can set conditions for individual fields or groups of fields so that they only appear when certain criteria are met. Conditions can be based on other fields in the ticket including:

• Checkboxes — whether they are checked or unchecked
• Lists — whether they are empty, not empty, or include specific values
• Status — the current status of the ticket

You can also apply the same conditions to show or hide content in your ticket report templates.
Read more in Add Dynamic Attributes to Ticket Reports > Add Conditional Content.

How to access

1. Click Forms and Lists
2. Click Forms
   
3. Open an existing form or create a new one (see Create & Edit Forms).

Configure Conditional Visibility

To make a field (or group of fields) visible only when specific conditions are met:

1. Select the field or group
2. Click + Add conditions
   
   
3. Select Any or All in the drop-down
   Any → the field shows if at least one condition is met.
   All → the field shows only if all conditions are met.
   
4. Define a condition (as described below)
5. Optional: Click + Add condition and define it. Repeat if needed.
6. Click Apply
   
   
7. Click Save
   
   

If a mandatory field is not visible because conditions are not met, the mandatory setting is ignored.

The form preview does not show fields with conditions. Also see Create & Edit Forms > Form Preview.

Define a Condition

The options available depend on the type of field you choose.

Based on a Checkbox

Trigger a condition when a checkbox is either checked or not checked.

1. Select a checkbox field in the drop-down
2. Select is checked OR is not checked in the next drop-down

Based on a List

Trigger a condition when a list field is empty or not empty:

1. Select a list field in the drop-down
2. Select is empty OR is not empty in the next drop-down

Or trigger a condition when a list field has any or all of the defined values selected:

1. Select a list field in the drop-down
2. Select includes any OR includes all in the next drop-down
3. Select one or more values of the list field in the next drop-down

Based on the Status

Trigger a condition based on whether the ticket’s status matches (or does not match) a specific value:

1. Select the status field in the drop-down
2. Select is OR is not in the next drop-down
3. Select the status value in the next drop-down

View & Edit Conditions

Fields with conditional visibility are marked with this icon:

To see a list of all fields on which the field's visibility depends on:

1. Click on a field to select it

To view and edit all conditions of the selected field:

1. Click Conditions
   
   
2. Make your changes
3. Click Apply
   
   

To delete a condition:

1. Hover over the condition
2. Click X
3. Click Apply