Filter/show or hide list of entitlement based on the dynamic attribute value

[Community_User]

Originally posted on September 24 2020 at 07:41 UTC

Hello All,

We have a requirement to show/hide the list of entitlements (different set of entitlements) based on the selected dynamic attribute value on the request form. Is this doable using entitlement map feature?

For example, If dynamic attribute value is US then show entitlement list contains security roles for US region.

Thanks,

Pallavi

[Community_User]

Originally posted on September 25 2020 at 09:52 UTC

Hi Pallavi, This is doable upto best of my knowledge. I would suggest to refer to the freshdesk documentation.

Thanks

Ajay

[Community_User]

Originally posted on September 25 2020 at 10:12 UTC

Thanks Ajay, I will do a quick POC. I had one unrelated question regarding the approval workflow, in workflow conditions we can add the cases using entitlement custom properties but cannot use fields like entitlement.entitlementid or entitlement.entitlement_value. Why is it so?

For example,

This will work - entitlement.customproperty6.contains('OU=Security Groups') but following statement will result in request submission error:

entitlement.ENTITLEMENT_VALUE.contains('OU=Security Groups')

entitlement.ENTITLEMENTID.contains('OU=Security Groups')

[Community_User]

Originally posted on October 1 2020 at 11:57 UTC

Hello Ajay,

I tried configuring the entitlements filter based on the dynamic attribute value. It works only for the default value selected for the dynamic attribute (that means on the page load of the ARS - Select App - Next > Entitlements). If I change the dynamic attribute value from the dropdown it does not change the list of entitlements. Is this an issue or known limitation?

Thanks,

Pallavi

[Community_User]

Originally posted on October 2 2020 at 03:42 UTC

Hi Pallavi,

Filtering of entitlements based on dynamic attributes is supported only for SQL single select and SQL Multi Select type dynamic attribute types

[Community_User · Accepted solution]

Originally posted on October 3 2020 at 11:34 UTC

Thanks Aarthi for clarification. This limitation is not mentioned in freshdesk documentation for entitlement types.

[Community_User]

Originally posted on April 23 2021 at 18:07 UTC

Do we have any working sample for entitlement filtering based on the multi select field? We were able to use this feature for single select fields but for multi select fields its not working as expected and failing due to SQL exception. Possibly we are not providing the query in expected format for multi select fields.

[Community_User]

Originally posted on August 21 2021 at 20:14 UTC

Anyone was able to find any freshdesk artifacts for this? Please share is possible.