Description: We need the ability to use conditional options on core ticket fields, specifically: • Pipeline • Ticket status (stage) Use case: • We have multiple ticket pipelines with strict rules about which Ticket Categories can enter which pipelines/statuses. • Today, conditional options only work on properties like Category, Resolution, Source, and custom dropdowns, not on Pipeline or Status. • This means agents can still select pipelines/statuses that are invalid for a given category, and we can only correct it with reactive workflows after the fact.
Why this matters: • Tickets routed into the wrong pipeline or status break downstream SLAs, ownership rules, and reporting. • Workflows are a band aid: they correct bad data after it’s created but don’t prevent agents from making the wrong selection in the first place. • Allowing conditional options for Pipeline and Status, controlled by properties like Ticket Category, would let admins enforce process at the point of entry and avoid bad data entirely.
Requested behavior: • Treat Pipeline and Ticket status like other enumeration properties for conditional options: o Let us set a controlling property (e.g., Ticket Category). o For each controlling value, choose which Pipeline/Status options should be visible/selectable. • Ideally support this both: o When creating/editing tickets in the CRM, and o Anywhere else users can set Pipeline/Status (e.g., inbox, board view).
