Customer Request Type and updating a custom field

Question

Hi Team

We are using a custom field (hidden and using a preset value) to deal with the 'Customer Request Type' field not being available in dashboards.  The custom field replicates the customer request type options which allows us to manage our reporting very well.  (Although it would be way simpler if the customer request type was an option available in the dashboards).

Where I'm stuck is when a customer request type is updated by an agent - i need the custom field to also update.  I've tried a few variations with automation but can't quite seem to get it to work.

For context - there are 17 request types (and 17 matching options in the custom field).

Is there a simple automation or other option that allow this to be done?  I'd really appreciate any help you could offer.

Thanks, Louise

Louise Henderson · Answer

Hi Ojase

Yes I was trying to use field value changed trigger.  I'll have a read of the smart values documentation and see if I can work my way through it.

Thanks for responding.

Regards, Louise

Ojase Emmanuval · Answer

HI Louise,

Are you trying the field value changed trigger ?

I suggest you to use the field value trigger for request type field and save the value of changed field to a variable - requestType. Update the customfield using smartvalue - {{requestType}}