How to Override Priority‑Based Field Display Conditions
In BoldDesk, the built‑in system Priority field cannot be used to show or hide other fields in ticket forms. Because of this, administrators cannot directly create rules like: “Show extra fields only when Priority is set to Critical.”
However, you can achieve the same result using custom fields, field conditions, and automation rules. This guide explains a reliable workaround that ensures customers see additional questions only when a Critical‑level option is selected.
Why the System Priority Field Can’t Control Field Visibility
The Priority field is a protected system field used for:
- SLA enforcement
- Ticket categorization
- Automation and escalation rules
- Reporting and workflows
Workaround Summary
To mimic priority‑based conditional logic:
- Create a custom dropdown field that represents priority.
- Hide the system Priority field from the customer portal.
- Use the custom field to control conditional field visibility.
- Sync the custom field value back to the system Priority field using automation.
This approach keeps SLAs and workflows intact while enabling conditional form behavior.
Step 1: Create a Custom Priority Dropdown
Create a Dropdown (Single Select) custom field under
Admin → Ticket Fields → Add Ticket Field.
Example:
- Field name: Priority Clone
- Options:
- Low
- Medium
- High
- Critical
This field will control which additional fields appear on the form.
Step 2: Hide the System Priority Field From Customers
To avoid confusion:
- Hide the built‑in Priority field from the customer portal.
- Agents will still see and use the system Priority field internally.
This ensures customers only interact with the custom priority logic. Explore How to Show or Hide Ticket Priority Field in the Customer Portal.
Step 3: Show Fields Only When Critical Is Selected
Apply conditional display rules such as:
Show additional fields when
Priority Clone = Critical
Examples of Critical‑only fields:
- Operation Stopped? (Yes/No)
- Financial Impact? (Yes/No)
- Additional Criticality Details (Text)
These fields appear only when customers select Critical, keeping the form clean and relevant.
Step 4: Sync Custom Priority to System Priority Using Automation
To ensure SLAs, escalations, and reports work correctly, copy the value from the custom field into the system Priority field.
Automation Rule Example
Trigger
- Event: Create Ticket
Condition
- Priority Clone = Critical
Action
-
Set system Priority = Critical
Create similar rules for: -
Low → Low
-
Medium → Medium
-
High → High
New tickets default to Medium Priority (ID 2), so automation is optional for Medium. For additional information, refer to How to Customize and Manage the Priority Field.
Using the Update Ticket Trigger
The examples above focus on syncing the custom priority field during ticket creation. In some cases, customers or agents may change the Priority Clone value after the ticket is created. To keep the system Priority accurate, you can also use the Update Ticket trigger.
When to Use This
Use an Update Ticket automation if:
- The Priority Clone field is editable after ticket creation
- Customers or agents can change priority later
- You want SLAs, escalations, and reports to stay aligned with updates
Update Ticket Automation Example
Trigger
- Event: Update Ticket
Condition
- Priority Clone = Critical
- (Optional) Priority Clone has changed
Action
- Set system Priority = Critical
Create similar update rules for:
- Priority Clone = Low → Set system Priority = Low
- Priority Clone = Medium → Set system Priority = Medium
- Priority Clone = High → Set system Priority = High
FAQs
1. Can Critical‑only fields be mandatory?
Yes. Mark them as Required with the condition Priority Clone = Critical.
2. Why can’t the system Priority field be used directly?
It is a protected system field tied to SLAs and automation.
3. Will agents still see the system Priority field?
Yes. It remains fully visible in the agent portal.
4. What if automation isn’t configured?
The system Priority won’t change, which may affect SLAs and escalations.
5. Can I rename Priority Clone options?
Yes. Custom fields support full renaming. The system Priority field can be renamed only for customers.
