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

Question

Can I require agents to select custom ticket fields before moving a ticket to a different status?

Answer

You can select Required to solve a ticket in the settings of each ticket field. 

Additionally, you can require agents to set specific ticket fields before they move tickets 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 another field is selected or has a specific value.

Note: If you use conditional ticket fields to set fields as required, at least one field will not be set as required for all statuses. This is usually the top-level field in your conditional configuration or the highest level of a nested ticket field. To better manage conditional fields and ticket statuses, consider using the Ticket Field Manager app.

If you do not have access to conditional ticket fields or need to require a top-level field for statuses other than Solved, create a trigger or automation to check if the field is blank and notify the assignee to complete the field.

To automatically notify the assignee to complete the field

1. Create a trigger.
2. Under Meet ALL of the following conditions, add these conditions:
   • Ticket details > [Select a ticket field] | Is | -
   • Ticket > Status category | Changed to | Select a status (for example, Open, Pending, or On-hold).
3. Under Actions, add:
   • Notify by > User email | Ticket > Assignee
4. Click Create trigger.

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