Organization fields

Administrator tasks

Viewing organization fields

To view the organization fields on Zendesk:

1. Navigate to the admin dashboard for the Zendesk instance
   • Zendesk Global (production)
   • Zendesk Global (sandbox)
   • Zendesk US Government (production)
   • Zendesk US Government (sandbox)
2. Go to People > Configuration > Organization fields
   • Zendesk Global
   • Zendesk Global (sandbox)
   • Zendesk US Government
   • Zendesk US Government (sandbox)

Note: You might need to change the active filter by clicking the Filter button if wanting to view non-active organization fields

Creating an organization field

For the creation of an organization field, you will need to create a MR in the sync repo. The exact changes being made will depend on the request itself. The exact content can vary depending on the type of organization field.

Note: Templates shown for common field types. For other types (date, decimal, textarea, multiselect, regexp), modify the type attribute accordingly and refer to Zendesk field documentation for type-specific requirements.

Tip: Click each field type below to see its template.

---
title: 'Your Title Here'
previous_title: 'Your Title Here'
description: 'Your description here'
key: 'Your API key name here'
type: 'checkbox'
active: true
position: 1 # Integer representing organization field position, controls display order on organization page (lower numbers appear first)
tag: 'tag_to_add_when_checked' # Added onto the organization when the checkbox is checked, field is not present for other types
regexp_for_validation: null # Always null unless "regexp"
custom_field_options: null # Always null unless "dropdown" or "multiselect"

---
title: 'Your Title Here'
previous_title: 'Your Title Here'
description: 'Your description here'
key: 'Your API key name here'
type: 'text'
active: true
position: 1 # Integer representing organization field position, controls display order on organization page (lower numbers appear first)
regexp_for_validation: null # Always null unless "regexp"
custom_field_options: null # Always null unless "dropdown" or "multiselect"

---
title: 'Your Title Here'
previous_title: 'Your Title Here'
description: 'Your description here'
key: 'Your API key name here'
type: 'integer'
active: true
position: 1 # Integer representing organization field position, controls display order on organization page (lower numbers appear first)
regexp_for_validation: null # Always null unless "regexp"
custom_field_options: null # Always null unless "dropdown" or "multiselect"

---
title: 'Your Title Here'
previous_title: 'Your Title Here'
description: 'Your description here'
key: 'Your API key name here'
type: 'dropdown'
active: true
position: 1 # Integer representing organization field position, controls display order on organization page (lower numbers appear first)
regexp_for_validation: null # Always null unless "regexp"
custom_field_options:
- name: 'Name of option'
  value: 'tag_option_uses'
- name: 'Name of option 2'
  value: 'tag_option_uses_2'

After a peer reviews and approves your MR, you can merge the MR. When the next deployment occurs, it will be synced to Zendesk.

Editing an organization field

To edit an organization field, you will need to create a MR in the sync repo. The exact changes being made will depend on the request itself.

After a peer reviews and approves your MR, you can merge the MR. When the next deployment occurs, it will be synced to Zendesk.

Changing the title of an organization field

If you need to change the title of an organization field, copy the current value into the previous_title attribute and then change the title attribute. This allows the sync to still locate the organization field in question to update.

Deactivating an organization field

To deactivate an organization field, you will need to create a MR in the sync repo. In this MR, you should do the following to the corresponding actions:

1. Move the file from the active folder to the inactive folder
2. Change the value of the active attribute to false

After a peer reviews and approves your MR, you can merge the MR. When the next deployment occurs, it will be synced to Zendesk.

Deleting an organization field

As the sync repos do not perform deletions, you will need to do this via Zendesk itself.

To delete an organization field:

1. Go to the organization fields page
2. Locate the organization field you wish to delete and click on the name
   • You might need to change the active filter by clicking the Filter button
3. Click Actions at the top-right of the page
4. Click Delete
5. Click Delete on the pop-up to submit the changes

Performing an exception deployment

To perform an exception deployment for organization fields, navigate to the organization fields sync project in question, go to the scheduled pipelines page, and click the play button for the sync item. This will trigger a sync job for the organization fields.

Common issues and troubleshooting

Not seeing organization field changes after a merge

As organization fields follow the Standard deployment type, they would only be deployed during a normal deployment cycle (or when an exception deployment has been done)

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