Hide options to customers from a select list but show to agents in the ticket.

Question

Hello,

I will try to explain the issue as best I can.

We want the customer to choose a type of “typology” (Select List), for example, "Hardware", "Software", etc. Very basic.

When submitting the ticket, depending on the type of typology the customer has chosen, we want the agent to choose from a Select List (preferably in cascade) which type of hardware, Software, is affected depending on what the customer has specified in the ticket.

I know how to do all of this, but there are two problems:

1º The customer should not be able to see any of this.

it should appear only to the agent when reviewing the ticket and he can add more information depending on the type chosen by him.

And the hard one:

2º  The options in this select list should change depending on the type that the customer has chosen and that an endless list of options should not appear.

Is there any way to do this? I have searched and I have not found anything that can help me.

Thank you very much.

Jack Brickey_h10pa4 · Answer

There is not an OOTB solution for this.

Fede Moreno · Answer

It may be impossible without the use of scripts, is there any way to do it through behaviours?

Fede Moreno · Answer

Yes, but how can I make this second field automatically adapt to the choice of the first field chosen by the customer?

Example:

Customer chooses Hardware:
Have only hardware choices appear in the hide second field.
Customer chooses Software:
Let only Software options appear in the hide second field.

This is necessary because the list of devices, software, brands etc. is very extensive and we do not want to choose between hundreds of options.

Thanks for the quick response