Some Ticket Fields only filled out via API. How to Hide them if they are empty/null?
We have some fields on thickets that are only ever filled out via API if certain conditions are satisfied. They are empty/null 95% of the time and only get filled in about 5% of the time. Since they are empty most of the time, we want to hide these fields unless they are filled in via API. Otherwise they clutter our agent's view/space. How can we hide these fields if they are empty? Layout Rules do not allow us to hide the field that is also the trigger field. Why? In the ideal world, we would just have a layout rule for each field, and our logic would be "if Field A (example) is not empty, show Field A" but the Layout rules do not allow this to be the case. How can we address this scenario? We have about 5 of these fields so showing them for every ticket isn't an option as they would just clutter the workspace for most tickets.
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Layouts just got a whole lot more customizable!
Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values
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