Why is "Request a different issue" appearing for some records when "General hold request" is hidden?

Question

General hold request" is hidden by a Logic Display rule, but for some records "Request a different issue" still appears. Why?

Answer

Check the "if exists" condition of the rule. Make sure it applies to all relevant cases:
If you created a condition to your rule, it may not apply to all the records for which "Request a different record" is available.
For example, "Hide service General Hold Request if exists service General Hold Request" only applies to the records where a General Hold Request would have been available. Therefore, when only "Request a different issue" is applicable - it will still appear.

In order to hide "Request a different issue" for all records create the rule "Hide service General Hold Request" without an "if exists" condition.

• Article last edited: 1/6/2015