TABLE OF CONTENTS

• Overview
• Supported Modules
• Global Business Rules
  • Condition Block
  • Action Block
    • Options Available 
    • Actions Supported
    • Form Applicability
• Business Rule Execution Logic
  • When All Conditions Must Match
  • When Any Condition Can Match
• Workspace Business Rules
  • How Local BRs Work During a Move
• Error Handling for Invalid Applicability
• Agent Experience
• Impact on existing customers

Overview

Move Ticket Form–related conditions and actions enable admins to control how fields on the move form behave when a ticket or change is transferred between workspaces.

With this capability, admins can:

• Mark fields as mandatory or optional

• Dynamically show or hide specific fields

• Display different workspace, group, or agent options based on context

When agents move tickets or changes, the configured rules are automatically applied, ensuring that only the relevant fields and options for the target workspace are displayed.

This capability is available for all plans that support Business Rules in Freshservice. MSP accounts do not currently support Business Rules.

Supported Modules

• Tickets

• Changes

Global Business Rules

Global Business Rules have been enhanced to support the Move Form’s Workspace field in condition blocks, and the Workspace, Group, and Agent fields in action blocks, enabling greater flexibility when configuring automation across workspaces.

Condition Block

When creating or editing a rule:

1. Select Agent = Edit Form.

2. The Move Ticket (Form) appears as an available conditional form.

3. Within the Move Ticket form, you can specify the following condition:

   • Field: Workspace (target workspace for the move)

   • Operators: Includes, Does not include

   • Condition syntax:
     (Move Ticket Form.Workspace) (operator) (workspace names)
     

Both in-setup and published workspaces appear as selectable options.

Action Block

Options Available 

The Group, Agent, and Workspace actions now include additional options for Move Ticket form scenarios:

These appear in the same position as existing action fields. You can choose the option that suits your requirement.

Actions Supported

Form Applicability

Note: 

• Some fields may not be relevant for the selected user type. For example, when you use the Group (Move Ticket Form only) action for Agents + Requesters on the Edit Form, requesters will not see any real effect in the product. Since they cannot move tickets, no visible action occurs.

• If you change the applicability to another user type (for instance, from Agent = Edit Form to Requester = New Form), the Move Ticket condition will be automatically removed, and an alert will appear- similar to the existing Ticket Form behavior. This happens because the Move action can only be performed by agents on existing tickets.

Business Rule Execution Logic

1. When All Conditions Must Match

2. When Any Condition Can Match

Workspace Business Rules

Workspace Business Rules behave similarly but have a few key differences:

• The Move form is not available in the Condition block, as workspace admins can impose rules only when the current workspace is selected on the move form by any other workspace in the account. 

• The Action block supports only Group and Agent fields (not Workspace).

• Only agents and agent groups belonging to the same workspace are listed.

When an action involves the Move Ticket (form), a banner appears under the ‘Actions’ section to explain how it applies.

How Local BRs Work During a Move

When a ticket is moved from one workspace to another (for example, from IT → HR):

1. The HR workspace’s Local Business Rule executes on the Move Ticket (form) inside the IT workspace.

2. All conditions in the HR BR are evaluated:

   • Global ticket fields/User fields: Pass (since they’re available in the source workspace too, that is, in the IT workspace)

   • Local fields (specific to HR): Fail (as they are not available in the IT workspace)

3. Actions related to the Move Ticket form (such as group/agent actions) apply to the Move form.

4. Standard actions on the source ticket in IT do not get applied.

The feature is designed to allow teams to define rules for how incoming tickets should be received, ensuring that tickets arrive in the format and structure they prefer. It’s recommended to communicate and align these rules with other teams before applying them.

Important Note

Workspace Business Rules related to Group or Agent fields in the Move Ticket form are executed only when the same workspace is selected in the Move dropdown.

In typical scenarios, items are not moved to the same workspace, so workspace admins should not expect to see the results of their local Move Form Business Rules when selecting other workspaces in the Move form. However, they can test and validate that the Business Rule works as expected by selecting their own workspace in the Move form.

Error Handling for Invalid Applicability

If an admin configures an action for the wrong user type or form type, the system validates it before saving.

• The action block is highlighted in red.

• An error message appears below the invalid action.

• The rule can only be saved once the invalid action is removed or the applicability (user type/form type) is corrected.
  

Agent Experience

When an agent uses the Move form:

• The available workspace list reflects configured business rules.

• Some fields (Group, Agent) may appear, hide, or become mandatory depending on how the admin sets up Business Rules.

When an agent uses the Bulk Move form:

• Business Rules are not applied upfront. 

• However, items will fail to move if they do not satisfy the conditions you’ve set.

Impact on existing customers

If you notice any of the new Move Form related conditions or actions already present in your account, please note that this is intentional. In the earlier setup, certain Group and Agent actions were automatically applied to the Move Form as well.

To ensure your current experience remains unchanged, we’ve adjusted your account settings accordingly. In some cases, we’ve updated your Group/Agent action to Group/Agent on Ticket + Move Form to maintain consistency in behavior.