Can I require agents to fill in a ticket field before they move to a different ticket status?

Question

I created custom ticket fields that I want to ensure agents select before they update the ticket status. Can I set ticket fields as required for agents before they can move to a different ticket status?

Answer

Yes, you can select Required to solve a ticket in the settings of each ticket field. Other than this, you can also require agents to set specific ticket fields before they can move 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.

Note: If you use conditional ticket fields to set ticket fields as required, there will always be at least one field that cannot be set as required for all statuses. This will be the top-level field in your conditional fields configuration. To have more leverage over conditional fields and all ticket statuses, consider using the Ticket Field Manager app.

If you don't 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 to request them to complete the field.

To create the trigger

1. Create a trigger.
2. 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)
     
3. Under Actions include:
   • Email user | (assignee)
     
     

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.