Suggestion: within Intelligent Capture, use Simple List but then allow customer to type in manually if not in list

[Lewis Chandler]

So essentially the customer could search, and if the option is there, it will come up and be added to the ticket - but if not, they type in manually.

In essence this would be a hybrid of Dynamic Field using a Simple List and a free text box.

Business need: We have lots of applications that someone might need support with but this could be sparingly. It would help us build up a service portfolio if we could analyse these tickets. At current we have a "not listed/other" option, which then brings up a secondary box to specify.

[Steve Giller]

2 minutes ago, Lewis Chandler said:

At current we have a "not listed/other" option, which then brings up a secondary box to specify.

That is the correct way to achieve this.

If your issue is that you want to report on the Application regardless of whether it came from the Simple List or the secondary field, you can simply map the Simple List answer to a Custom Field, and in the Workflow test whether the secondary field has an answer and then overwrite the Custom Field if it does.