I created custom ticket fields that I want to ensure agents select before they submit a ticket update. Can I set ticket fields as required for agents when moving to a status other than solved?
Yes, you can require specific ticket fields to be set for agent updates when moving between the new, pending, open, or on-hold status categories.
Conditional ticket fields allow you to set specific ticket fields as required for all statuses based on whether or not another field is selected or has a specific value. 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, create a trigger or an automation that 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 below conditions:
- Custom_field | is | -
- Status category | Changed to | <status> (for example, pending, open, on-hold)
- Under Actions include:
- Email user | (assignee)