I found some threads that touch on the subject, but not directly enough for my situation.
I understand there are ways of creating additional fields which must be completed by the agent, however when agents create tickets they often forget to assign it to themselves. This leads to problems with our Round Robin integration, as the ticket remains unassigned and subsequently auto-assigned to someone who had nothing to do with the ticket (hope this makes senses).
So, is there a way of making it mandatory to specify an assignee at the point of ticket creation? Is there a trigger which can be set up perhaps, and if so, does anyone fancy sharing the conditions? :)
Thanks in advance!
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