# Add case field conditions to a case template in Amazon Connect
<a name="case-field-conditions"></a>

Case field conditions in Amazon Connect make your case templates more dynamic and user-friendly. There are three types of case field conditions: Conditionally required, Hidden field conditions, and Dependent field options. Conditionally required fields allow you to enforce field completion based on specific criteria. Hidden field conditions let you show or hide fields based on other field values. Dependent field options create cascading dropdown menus where available choices depend on previous selections. These features help streamline agent workflows, reduce data entry errors, and ensure agents see only relevant information when managing cases. 

# Conditionally required
<a name="case-field-conditionally"></a>

You can streamline how agents populate case fields, and reduce data entry errors, by conditionally requiring specific fields.

To make a field conditionally required, you first set up a field condition. Then, on a case template, choose which field the case field condition should apply to. 

For example, you may want to enforce that **Agent Handle Reason** is required if a case is updated after it was created. To achieve this you would:

1. Create a case field condition based on whether the [Date/Time Opened](case-fields.md) field is not blank.

1. Apply the case field condition to the **Agent Handle Reason** field on the case template.

The following image shows an example **Edit case** page where this requirement is being enforced.

![\[The Edit case page on the agent workspace, the Agent Handle Reason field as required.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-agentworkspace.png)


This feature provides a lot of flexibility. Following are few other examples you can set up:
+ If Status = Closed, then the Close Reason field must be populated.
+ If Case Reason = Refund, then the Amount field is required.
+ If Country = USA, the State field is required.

You can apply case field conditions to multiple fields on a template.

**Topics**
+ [Step 1: Create case field conditions](#step1-create-case-field-condition)
+ [Step 2: Add the case field conditions to a template](#step2-add-casefieldcondition-template)
+ [Example field case conditions](#example-case-conditions)
+ [APIs to create field case conditions](#case-conditions-apis)

## Step 1: Create case field conditions
<a name="step1-create-case-field-condition"></a>

1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** - **Case Templates** - **Create**.

1. On the left navigation menu, choose **Agent applications**, **Case field conditions**.

1. Choose **New Field Condition**.

1. On the **Create new field condition** page, use the **Source field** dropdown list to choose the field you want to validate, as shown in the following image:   
![\[The Conditions section, the Source field dropdown list.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-choose-field-1.png)

1. Choose the operator and the value to check.

   For example, the following image shows when the **State** field equals **New York**, a case field will be required.   
![\[The Create new field condition page, example settings to make a field required.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-country-2.png)

   The condition is configured as follows:
   + **Source** = **State**
   + **Operator** = **equals**
   + **Value** = **New York**
   + **Required** is selected. A case field that you specify in [Step 2](#step2-add-casefieldcondition-template) will be required when this condition is met.

1. You can add up to 5 field conditions and choose whether they are fulfilled by AND or OR conditions, by clicking the Add Condition button.  
![\[A conditionally required field with 3 conditions configured.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/conditionally-required-with-3-conditions.png)

1. For **Fallback condition**, if the condition is not met, choose this field to set the default experience. 

   For example, if you leave **Fallback condition** unselected, when **Country** does not equal **USA**, then the field this condition is applied to won't be required. So, if you apply the condition to **State**, but the **Country = France**, the **State** field won't be required.

1. Choose **Save**, and then proceed to the next step to add the condition to your template.

## Step 2: Add case field conditions to a template
<a name="step2-add-casefieldcondition-template"></a>

In this step, you specify which case fields the condition will apply to.

1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** - **Case Templates** - **Create** or **Edit**. 

1. On the left navigation menu, choose **Agent applications**, **Case templates**.

1. Choose the case template you want to apply the condition to. 

   You may want the condition to apply to one template but not others. For example, you may want a **Close reason** condition to apply to escalations, but not to general inquires. 

1. In the **Fields** section, choose the settings icon next to the field you want to apply the condition to. The following image shows the settings icon for the **State** field.   
![\[The case templates page, the settings icon for a field.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-gear-icon-2.png)

1. In the **Modify field conditions for** [*field*] use the dropdown box to choose the condition you want to apply to the field. 

   In the following image, the **USA requirements** condition is going to be applied to the **State** field.  
![\[The Modify field conditions dialog box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-choose-condition-2.png)

1. Choose **Apply**, and then choose **Save** to save the change to the template.

   The status page indicates which conditions have been applied to a field. The following image shows the **USA requirements** condition is applied to the **State** field.  
![\[The Fields on a template, the Required column.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-condition-applied-2.png)

## Example case field conditions
<a name="example-case-conditions"></a>

### Example 1: Require agents to enter a reason for closing a case
<a name="example1-case-conditions"></a>

1. Create the following condition:
   + If **Status** is **Closed**, then a case field will be required. If **Status** is not **Closed**, then a case field will be optional. 

   The following image shows how to set up this condition.   
![\[The Create new field condition page, example settings to make a field optional.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-example1-2.png)

1. Assign this condition to the **Closed Reason** field on the cases template. 

1. Result: When agents save a case and the **Closed Reason** field is blank, they will be prompted to enter a value.

### Example 2: Require agents to provide a reason every time they update a case
<a name="example2-case-conditions"></a>

1. Create the following condition:

   If the **Date/Time Created** field does not equal blank, then a case field will be required. If the **Date/Time Created** field is empty, then that case field is optional. The following image shows how to set up this condition.  
![\[The Create new field condition page, example settings to make a field optional.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-example2-2.png)

1. Assign this condition to the **Agent Handle Reason** field on the cases template.

1. Result: When agents save a case and the **Agent Handle Reason** is blank, they will be prompted to enter a value.

### Example 3: Require agents to provide a reason when they assign a case to the Escalation queue
<a name="example3-case-conditions"></a>

1. Create the following condition:

   If the **Assigned Queue** field equals the **Escalation queue** Amazon Resource Name (ARN), then a case field will be required. If the **Assigned Queue** field does not equal the **Escalation queue** ARN, then that case field is optional. 
**Tip**  
You can copy the ARN of a queue from the **Queues** page.

   The following image shows how to set up this condition.  
![\[The Create new field condition page, example settings to make a field optional.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cfc-escalationqueue-2.png)

1. Assign this condition to the **Escalation reason** field on the cases template.

1. Result: When agents assign a case to the **Escalation queue**, and the **Escalation reason** field is blank, they will be prompted to enter a value.

## APIs to create case field conditions
<a name="case-conditions-apis"></a>

Use the following APIs to programmatically create case field conditions and associate them to a template:
+ [CreateCaseRule](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateCaseRule.html): Creates the case field condition.
+ [CreateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateTemplate.html) or [UpdateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html): Associate the case field condition with the case template.

# Hidden field conditions
<a name="case-field-hidden"></a>

You can create dynamic case templates that show or hide fields based on other field values, improving the user experience and reducing complexity for agents.

To make a field conditionally hidden, you first set up a hidden field condition. Then, on a case template, choose which field the hidden field condition should apply to.

For example, you may want to hide the **Advanced Configuration** field unless the user selects **Advanced** as the **User Level**. To achieve this you would:

1. Create a hidden field condition based on whether the **User Level** field equals **Advanced**.

1. Apply the hidden field condition to the **Advanced Configuration** field on the case template.

This feature provides a lot of flexibility. Here are a few other examples you can set up:
+ If Case Type = Basic, hide the Priority field.
+ If Customer Type = Internal, hide the Billing Address fields.
+ If Status = Draft, hide the Approval fields.

You can apply hidden field conditions to multiple fields on a template.

## Step 1: Create hidden field conditions
<a name="step1-create-hidden-field-condition"></a>

1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** - **Case Templates** - **Create**.

1. On the left navigation menu, choose **Agent applications**, **Case field conditions**.

1. Choose **New Field Condition**.

1. On the **Create new field condition** page, select **Hidden** as the condition type.

1. Use the **Source field** dropdown list to choose the field you want to evaluate for the condition.

1. You can add up to 5 field conditions and choose whether they are fulfilled by AND or OR conditions, by clicking the Add Condition button.

1. Configure the visibility settings:
   + **Default visibility**: Choose whether the field is hidden or shown when no conditions match
   + **Show field when**: Define the conditions that will show the field

1. Choose the operator and the value to check.

1. You can add up to 5 field conditions and choose whether they are fulfilled by AND or OR conditions, by clicking the Add Condition button.  
![\[A hidden field condition with 3 conditions configured.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/conditionally-hidden-with-3-conditions.png)

1. Choose **Save**, and then proceed to the next step to add the condition to your template.

## Step 2: Add hidden field conditions to a template
<a name="step2-add-hidden-field-condition-template"></a>

In this step, you specify which case fields the hidden condition will apply to.

1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** - **Case Templates** - **Create** or **Edit**.

1. On the left navigation menu, choose **Agent applications**, **Case templates**.

1. Choose the case template you want to apply the condition to.

1. In the **Fields** section, choose the settings icon next to the field you want to apply the condition to.

1. In the **Modify field conditions for** [field] use the dropdown box to choose the hidden condition you want to apply to the field.

1. Choose **Apply**, and then choose **Save** to save the change to the template.

## Example hidden field conditions
<a name="example-hidden-field-conditions"></a>

### Example 1: Hide advanced options unless user selects advanced mode
<a name="example1-hidden-conditions"></a>

1. Create the following condition: If **User Level** equals **Advanced**, then show the field. Otherwise, hide the field by default.

1. Assign this condition to the **Advanced Configuration** field on the cases template.

1. Result: **Advanced Configuration** will only be visible when agents select **Advanced** in the **User Level**.

### Example 2: Hide billing fields for internal customers
<a name="example2-hidden-conditions"></a>

1. Create the following condition: If **Customer Type** does not equal **Internal**, then show the field. If **Customer Type** equals **Internal**, hide the field.

1. Assign this condition to the **Billing Address** field on the cases template.

1. Result: **Billing Address** will be hidden when the **Customer Type** is set to **Internal**.

### Example 3: Hide approval fields for draft cases
<a name="example3-hidden-conditions"></a>

1. Create the following condition: If **Status** does not equal **Draft**, then show the field. If **Status** equals **Draft**, hide the field.

1. Assign this condition to the **Approval** field on the cases template.

1. Result: **Approval** will be hidden until the case **Status** changes from **Draft**.

## APIs for hidden field conditions
<a name="hidden-field-conditions-apis"></a>

Use the following APIs to programmatically create hidden field conditions:
+ [CreateCaseRule](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateCaseRule.html): Creates the hidden field condition using the "hidden" rule type.
+ [CreateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateTemplate.html) or [UpdateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html): Associate the hidden field condition with the case template.

# Dependent field options
<a name="case-field-dependent"></a>

You can create cascading dropdown fields where the options in a single-select field (target) depend on the selection made in another field (source), providing a more intuitive and organized experience for agents.

To set up dependent field relationships, you first create a field options condition that defines the relationship between a source field and a target field. Then, on a case template, apply this condition to control the available options.

For example, you may want the **State/Province** field options to change based on the selected **Country**. To achieve this you would:

1. Create a field options condition that maps country selections to their respective states/provinces.

1. Apply the field options condition to the **State/Province** field on the case template.

This feature provides a lot of flexibility. Here are a few other examples you can set up:
+ If Product Category = Electronics, show subcategories: Computers, Phones, Tablets, Accessories.
+ If Department = IT, show relevant issue types: Hardware, Software, Network, Security.
+ If Service Type = Premium, show premium-specific options in the Service Level field.

You can apply field options conditions to multiple dependent field pairs on a template.

## Step 1: Create field options conditions
<a name="step1-create-field-options-condition"></a>

1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** - **Case Templates** - **Create**.

1. On the left navigation menu, choose **Agent applications**, **Case field conditions**.

1. Choose **New Field Condition**.

1. On the **Create new field condition** page, select **Field Options** as the condition type.

1. Configure the relationship:
   + **Source field**: Choose the field that will control the options
   + **Target field**: Choose the field whose options will be controlled

1. Set up the option mappings by defining which source field values correspond to which target field options.

   For example, the following configuration shows when **Country** equals **United States**, the state field will show US states:
   + **Source field** = **Country**
   + **Target field** = **State/Province**
   + Mapping: "United States" → ["California", "New York", "Texas", "Florida"]

1. Add additional mappings for other source field values as needed.

1. Choose **Save**, and then proceed to the next step to add the condition to your template.

## Step 2: Add field options conditions to a template
<a name="step2-add-field-options-condition-template"></a>

In this step, you specify which target field the options condition will apply to.

1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** - **Case Templates** - **Create** or **Edit**.

1. On the left navigation menu, choose **Agent applications**, **Case templates**.

1. Choose the case template you want to apply the condition to.

1. In the **Fields** section, choose the settings icon next to the target field you want to apply the condition to.

1. In the **Modify field conditions for** [field] use the dropdown box to choose the field options condition you want to apply to the field.

1. Choose **Apply**, and then choose **Save** to save the change to the template.

## Example field options conditions
<a name="example-field-options-conditions"></a>

### Example 1: Show states/provinces based on country selection
<a name="example1-field-options-conditions"></a>

1. Create the following condition:
   + **Source field**: **Country**
   + **Target field**: **State/Province**
   + Mappings:
     + "United States" → ["California", "New York", "Texas", "Florida"]
     + "Canada" → ["Ontario", "Quebec", "British Columbia"]

1. Assign this condition to the **State/Province** field on the cases template.

1. Result: When agents select a **Country**, only the relevant states or provinces will be shown.

### Example 2: Show product subcategories based on main category
<a name="example2-field-options-conditions"></a>

1. Create the following condition:
   + **Source field**: **Product Category**
   + **Target field**: **Subcategory**
   + Mappings:
     + "Electronics" → ["Computers", "Phones", "Tablets", "Accessories"]
     + "Clothing" → ["Shirts", "Pants", "Shoes", "Accessories"]
     + "Books" → ["Fiction", "Non-Fiction", "Technical", "Children"]

1. Assign this condition to the **Subcategory** field on the cases template.

1. Result: When agents select a **Product Category**, only relevant subcategories will be shown.

### Example 3: Show department-specific issue types
<a name="example3-field-options-conditions"></a>

1. Create the following condition:
   + **Source field**: **Department**
   + **Target field**: **Issue Type**
   + Mappings:
     + "IT" → ["Hardware", "Software", "Network", "Security"]
     + "HR" → ["Benefits", "Payroll", "Policy", "Training"]
     + "Finance" → ["Invoicing", "Expenses", "Budget", "Reporting"]

1. Assign this condition to the **Issue Type** field on the cases template.

1. Result: When agents select a **Department**, only issue types relevant to that department will be available.

## APIs for field options conditions
<a name="field-options-conditions-apis"></a>

Use the following APIs to programmatically create field options conditions:
+ [CreateCaseRule](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateCaseRule.html): Creates the field options condition using the "fieldOptions" rule type.
+ [CreateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html) or [UpdateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html): Associate the field options condition with the case template.

# CSV upload for dependent field options
<a name="case-field-dependent-csv-upload"></a>

When you configure dependent field options for case templates, you can upload a CSV file. The file contains your field option mappings. This approach saves time compared to manually entering each relationship through the Amazon Connect admin website. This capability is useful when you have large datasets of hierarchical relationships. Examples include geographic hierarchies (Country → State → City) or product categorizations (Category → Subcategory).

## What is CSV upload for dependent field options?
<a name="case-field-dependent-csv-upload-definition"></a>

CSV upload is a bulk configuration method for dependent field options in Amazon Connect Cases. Dependent field options create cascading dropdown menus. The available choices in one field (the target field) depend on the value selected in another field (the source field).

You can prepare your mappings in a CSV file and upload it. This saves time compared to manually configuring each source-target value relationship through the Amazon Connect admin website. The system parses your CSV file and validates the field names and values against your case template. The system then pre-populates the rule creation form with your data. You create the rule using the standard workflow.

## How CSV upload works?
<a name="case-field-dependent-csv-upload-how-works"></a>

### CSV file structure
<a name="case-field-dependent-csv-file-structure"></a>

The CSV file uses a four-column format with the following headers:
+ **Parent Field Name** - The name of the source field that controls the relationship
+ **Child Field Name** - The name of the target field whose options depend on the source field
+ **Parent Value** - A specific value from the source field
+ **Child Value** - An option that appears in the target field when the parent value is selected

Each row in your CSV represents one source-target value relationship. You can include multiple field pairs in a single CSV file by using different parent-child field name combinations. For example, you can include both Country-State relationships and Product Category-Subcategory relationships in the same file. The number of entries you can save depends on your account's quota limits.

You can download a CSV template from the Amazon Connect admin website. The template provides the correct format with placeholder headers.

### Upload and validation process
<a name="case-field-dependent-csv-upload-validation-process"></a>

When you upload a CSV file, the system performs several validation checks:
+ **File format validation** - Verifies the CSV structure and required columns
+ **Field existence** - Confirms that the field names in your CSV match fields in your selected case template
+ **Field type validation** - Ensures both source and target fields are single-select type fields
+ **Value validation** - Checks that source field values exist in your template and identifies any child field values that don't exist

The system displays an error if source field values in your CSV do not exist in the template. If child field values do not exist, the system skips those values and shows an informational message.

After validation, the system groups your CSV rows by unique field pairs. The system displays each detected pair as a selectable option. If your CSV contains multiple field pairs, you select which pair to configure.

### Creating rules from CSV data
<a name="case-field-dependent-creating-rules-from-csv"></a>

After you select a field pair from your uploaded CSV, the rule creation form automatically populates with the field names and value mappings from your file.

You must explicitly create the rule after the form is populated. The upload process does not automatically create rules. If you upload a new CSV file before creating the rule, the new file's data overwrites the previously populated options.

Each CSV upload creates one rule at a time. If your CSV contains multiple field pairs, you create rules for each pair separately. Select different pairs and complete the rule creation workflow for each.

### Limits and requirements
<a name="case-field-dependent-limits-requirements"></a>

CSV upload has the following limits and requirements:
+ **Single-select fields only** - Both source and target fields must be single-select type fields
+ **Existing fields required** - All field names in your CSV must match fields that already exist

## Additional resources
<a name="case-field-dependent-csv-upload-apis"></a>

Use the following APIs to programmatically create field options conditions:
+ [CreateCaseRule](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateCaseRule.html): Creates the field options condition using the "fieldOptions" rule type.
+ [CreateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html) or [UpdateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html): Associate the field options condition with the case template.