Creating Conditional Layouts - Zoho Desk Knowledgebase

Creating Layout Rules



There are times when it would be ideal for showing different fields or sections on a layout based on field data. For example, if a field for "Issue Type" is selected on a ticket page, it would be nice if a section or field related to capturing more information on "Issue" is displayed. If the field is not selected, then this section or field remains hidden. Layout Rules help you do just these with ease.

The layout rules allow you to define the dependency between related fields based on a user's input in a layout. So, when a user fills in a field, the layout progressively adds more fields or sections based on the users' input. This helps you limit the number of fields that appear on a layout and speed up the process of creating a record.

Let's consider the "Issue Type" field again. When a user selects a Parts transaction on this field, you want to show a part number field. When they choose a Service transaction, you want to show a labor rate. This typically means that when a user submits a ticket for a Parts transaction, the Service transaction-related field should not be displayed although it exists in the layout. You can achieve this type of dynamic layout by creating a layout rule with "Issue Type" as the primary field. Read on to know how you can accomplish this.

Benefits
Here are the three benefits of creating layout rules:
  1. Control the order in which layout fields are presented to users.
  2. Eliminate field clutter by limiting the number of fields that appear on a layout.
  3. Make a field mandatory depending on the value entered in a previous field.

Availability
  1. Only users with Profile permission to Manage Layouts and Fields can access this feature.
  2. You can create a maximum of 10 layout rules per department.

Creating Layout Rules
To create a layout rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Layouts and Fields under Customization.
  3. Click Layout Rules under the Layouts and Fields sub-menu.
  4. In the Layout Rules page, select the desired module and the department (when more than one exists) from the drop-down menu.
  5. Click Create Rule in the upper-right area.
  6. In the Create Layout Rule pop-up window, do the following:
    1. Enter a name for the rule.
    2. Describe the rule.
    3. Choose a primary field that controls this rule. Example, Issue Type.
    4. Choose a condition to initiate the rule. Example, Issue Type + is + Parts.
    5. Click Next.
  7. In the Layout Rule Editor,  the condition specified is pre-populated. So, click Trigger an action.
  8. Choose from the list of actions. Example, Show Fields.
  9. In the Create Action panel, specify the field to be shown. In this scenario, Part Number field.
    You can specify further conditions and actions as required. Example, Show Sections and Set Mandatory Fields.
  10. Click Done on the right panel.
  11. Check Apply to Help Center to manage dependencies between fields when tickets are submitted through your help center.
  12. Click Save.

About Actions
There are three actions that can be triggered when layout rule criteria are met.
  1. Show Fields: Choose this action when you want specific fields to be shown
  2. Show Sections: Choose this action when you want specific sections to be shown
  3. Set Mandatory Fields: Choose this action when you want to make a few fields mandatory

Points to Remember
Here are some points to keep in mind while creating layout rules:
  1. Following is the split up of the number of conditions you can create within a layout rule.
    1. 25 Parent Conditions per rule
    2. 5 Branch Conditions per parent condition
    3. 5 Criteria per branch condition
    4. 25 Actions per branch condition
  2. Layout rules are department-specific. This means, under a single module, say Tickets, you can configure different layout rules on the same field for different departments.
  3. The [Record] Owner field cannot be chosen as the primary field that controls the layout rule.
  4. Layout Rules are applied only when users manually create or edit a record.
  5. Layout rules are not available for records created via import, webforms, and APIs.
  6. Layout rules cannot be created based on a Multi-select picklist field or a Multi-line field as the primary field.
  7. Layout Rules cannot be used on the following fields:
    1. Department Name
    2. Description
    3. Resolution
  8. A primary field used in a layout rule is not available for update from the Mass Actions menu.
  9. The primary field used in a layout rule must be visible on the Help Center to validate tickets submitted through it.
  10. A field once specified in action cannot be added again to another rule.

Renaming Layout Rule
You can rename a layout rule or update its description at any time.
To rename rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Layouts and Fields under Customization.
  3. Click Layout Rules under the Layouts and Fields sub-menu.
  4. In the Layout Rules page, hover your mouse pointer over the rule you wish to rename, click the More icon (  ) and select the Rename option.
  5. On the Renaming Rule window, update the rule's name and description.
  6. Click Save.

Deactivating Layout Rule
You can activate or deactivate layout rules at any time. When you deactivate a rule, it is labeled as Inactive. Layout rules can be reactivated, when needed.
To deactivate rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Layouts and Fields under Customization.
  3. Click Layout Rules under the Layouts and Fields sub-menu.
  4. In the Layout Rules page, click the toggle corresponding to the layout rule to OFF.
  5. Click Deactivate to confirm.

Deleting Layout Rule
Layout rules can be deleted when not in use. When you delete a rule, it will be permanently removed from your help desk and cannot be recovered.
To delete rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Layouts and Fields under Customization.
  3. Click Layout Rules under the Layouts and Fields sub-menu.
  4. In the Layout Rules page, hover your mouse pointer over the rule you wish to delete, click the More icon (  ) and select the Delete option.
  5. Click Yes, Delete the rule to confirm.

Note:
  1. When you delete a layout rule, the conditions you have set for the rule will also be deleted.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com


                              




                            

                          Zoho Marketing Automation

                            Zoho Sheet Resources

                             




                                Zoho Forms Resources


                                  Secure your business
                                  communication with Zoho Mail


                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times


                                    Carry your calendar with you
                                    Anytime, anywhere




                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now


                                                Zoho SalesIQ Resources



                                                    Zoho TeamInbox Resources



                                                            Zoho DataPrep Resources



                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW


                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now











                                                                                      • Related Articles

                                                                                      • Creating Validation Rules

                                                                                        Go to any website with a registration form, and you will notice that they provide you feedback when you don't enter your data in the format they are expecting. For example, when the phone number field on a form is not filled in or does not contain 10 ...
                                                                                      • Adding Custom Page Layouts

                                                                                        If you support several different products or processes, your agents will need specific information to make them solve tickets faster. This means your help desk will comprise of a bunch of custom fields that show up on the customer-facing ticket ...
                                                                                      • Adding Custom Help Desk Fields

                                                                                        You can add new fields as per your requirements in your Zoho Desk. These fields will be available to all the agents added to your help desk. For example, you may want your customers to specify the serial number of their product while submitting ...
                                                                                      • Encrypting Custom Help Desk Fields

                                                                                        Just as we lock our money and restrict access to our property in the physical world, we must secure our personal information that is held by businesses and government agencies. We need a virtual lock that prevents identity thieves from stealing our ...
                                                                                      • Managing Notification Rules/Triggers in Zoho Desk

                                                                                        Zoho Desk provides a standard set of notification rules that can be used to notify your customers and agents. You can activate or deactivate these rules if needed. Also, notifications can be sent via e-mail or SMS/Text Message. Here are the standard ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace

                                                                                        Resources

                                                                                        Videos

                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                        eBooks

                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                        Webinars

                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.



                                                                                          Zoho Show Resources