A constraint is a limit or filter on what a user can see or select from in a field, Related Item Picker, tab in a form arrangement, or prompt.

Unlike a search filter, constraints are settings for specific items on a form or prompt.

For example, users can constrain:

  • Fields on a form that are specific to a certain team (example: Employee information displaying only for the HR Team).
  • Values in a selector control to show only customers from a particular region/office, or display only computers that are available/active/assigned to someone.
  • If the Knowledge Article tab shows in the form arrangement for a given Problem only when there is an associated Knowledge Article.
  • A prompt that shows Incident Categories that are visible in the Customer Portal.

Constraints contain three key components: Field (what is being constrained), Operator (how it is being constrained), and Value (what it is being constrained to).

In the example above, Incident Category.Visible in Portal is the field that the prompt constraint is set on. Equals is the operator, so only an Incident Category that is visible in the Portal triggers the prompt. True is the value, so if an Incident Category is visible in the Portal, the prompt runs. To make the prompt run when an Incident Category is not visible in the Portal, set the value to False.

There are several types of constraints:

  • Field constraints: Limits placed on fields.
  • Value constraints: Limits place on values in selectors.
  • Form arrangement constraints: Limits placed on items within a form arrangement.
  • Prompt constraints: Limits placed on prompts (example: When a prompt runs).