Is it possible to set a field as required for agents when moving to a status other than Solved?
Yes. You can require specific fields to be set when moving between the New, Pending, Open, or On-hold statuses.
Conditional ticket fields allow you set specific ticket fields as required for all statuses based on whether or not another field is selected or has a specific value. Conditional ticket fields are available on Support Professional with the Productivity Pack add-on and on Enterprise.
For information on how to set ticket fields as required, see the article: Making conditional ticket fields required
If you do not have access to conditional ticket fields, or you need to set a top-level field as required for a status other than solved, 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
- Create a trigger.
- Under Meet ALL of the following conditions add the following conditions:
- Custom_field > is > -
- Status > Changed to > <status> (for example, Pending, Open, On-hold)
- Under Actions include:
- Email User > (assignee)
- Click Create.
For other workflows using ticket fields, see the following articles: