Is it possible to set a field as required for agents when moving to a status other than Solved?
No, you cannot require a field to be set when moving between Pending, Open, or On-hold. Ticket fields can only be required before moving to Solved.
However, you may create a trigger or an automation which can check if the field is blank and send a notification to the assignee requesting the field be completed.
The trigger conditions under Meet all of the following conditions would be:
- Ticket: Custom Field > is > -
- Ticket: Status > changed to > <status> (e.g. Pending, Open, On-hold).
Your perform these actions would include:
- Notifications: Email User > (assignee) and include the notification text you wish to use in the email body.