Making preselections in creation masks

[gihiw39755]

Infos:

• Used Zammad version: 6.1
• Used Zammad installation type: Debian package
• Operating system: Debian 11.8
• Browser + version: Firefox 115.3.0esr (64-Bit)

We have a creation mask in which depending on a user-defined value the priority should be preset. For this purpose, a condition was selected in the “Core Workflows” and then the option “select” with the value “high” was set as the action for the “priority” field.

Expected behavior:

• the value is set to “high”, but the user then also has the choice to change the value to “normal” or “low”

Actual behavior:

• if user set the priority to “normal” or “low”, it is always reset to “high”

Steps to reproduce the behavior:

• switch to administration:

  • create a new “Core Workflow” with a condition
  • define that the value of “priority” field is set to “high”

• switch to user:

  • create a new ticket via the creator mask
  • trigger the condition so that the priority is changed to “high”
  • try to change it to a different value than the predefined one

What is the functional difference to “set fixed to”?

[rolfschmidt]

I think this it is not possible at the moment. The problem here is that the priority already starts with a value in the ticket creation screen. It also has no nulloption (“-”).

JFYI For custom selects you could use the condition custom select not set and combine it with the action select which would work to set default. So for all fields without a default and “-” as a starting point this way works fine.

Interesting situation, I actually don’t even know how a proper solution for this should look like. Maybe some generic on first load condition for the screen or something.

[rolfschmidt]

Oh I did not saw your description in the top. If you have another custom select which will pre select the priority then it is actually possible.

Then you could say:

[gihiw39755]

I had selected the “action” the same way, but I made the mistake to select “is” as “selected condition”. So the condition is always executed. The change to “changed to” led to success!
Thanks for the suggestion, I had not seen the condition “changed to”.