You would like to have additional fields to define conditions or update fields in Workflow Rules for Tickets Business Object.
Reproducing the Issue
- Navigate to Administrator Work Center
- Choose Workflow Rules View
- Click New
- Choose the Business Object as Tickets
- Under Define Conditions you want to choose fields that are from Ticket's Item Level (e.g., Actual Quantity) and/or from associated Business object such as Account (e.g., Parent Account of Customer)
Currently the concept of Workflow conditions or Field updates based on Item level fields Or fields of associated Business Objects are not supported. Only the header level fields are supported as of now.
You would have to use PDI to realize such requirements. Supporting fields at the item level with Workflow has several technical complications and we have no plan to support it in the near future as well.
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