How to filter ticket statuses

Filtering Status dropdown

Open the ticket forms for editing and go to the JavaScript editor.

Add the following code.

fd.spRendered(function() {
   fd.field('Status').ready(function(field) {
      window.Plumsail.HelpDesk.FormAPI.getCurrentContact().then(function(contact) {
         if (contact.ID === 1) {
            field.filter = "InternalName eq 'New' or InternalName eq 'Pending'";
            field.refresh();
         }
      })
   })
});

And click Save.

This code uses method getCurrentContact which retrieves the contact object of the currently authorized HelpDesk contact. This contact contains all Contact list fields values, except Lookup and Multichoice Lookup fields.

Then we set a condition that if the contact.ID equals 1 then keep only New and Pending statuses in the dropdown. So, the person with ID = 1 will be able to select only these statuses in the dropdown.

How to find the contacts IDs

To find the contacts IDs you can show the column in the Contacts list.

Select any column and click Show/Hide columns.

Then activate the ID checkbox.

Filtering Send & button with dropdown selector

It’s not enough to filter only the dropdown options. We also need to filter the Send & button.

Open the JavaScript Editor and append the code to the one from the previous section.

fd.spBeforeRender(function(vue) {
   Plumsail.HelpDesk.FormAPI.getComponent('save-as').then(component => {
      Plumsail.HelpDesk.FormAPI.getCurrentContact().then(contact => {
            component.filter = (status) => {
               if (status === 'New' || status === 'Pending' && contact.ID === 1) return true;
               return false;
            }
      })
   });
})

Save the code again.

After that we have only two choices (New and Pending) for the person with ID = 1 in the Status dropdown and the Send & button.

Other options

It’s also possible to use other conditions. For example, we can filter the statuses depending on the role or use any other fields values from the Contacts list.

fd.spRendered(function() {
   fd.field('Status').ready(function(field) {
      window.Plumsail.HelpDesk.FormAPI.getCurrentContact().then(function(contact) {
         if (contact.Role === "Agent") {
            field.filter = "InternalName eq 'New' or InternalName eq 'Pending'";
            field.refresh();
         }
      })
   })
});

Additionally, take a look at the useful article on how to configure lookup field filters on a SharePoint form with JavaScript.