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.
To create the trigger
- Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
- Select Add trigger.
- Under Meet ALL of the following conditions add:
- Ticket: custom_field > is > -
- Ticket: Status > changed to > <status> (e.g. Pending, Open, On-hold)
- Under Actions include:
- Email User > (assignee)