Removing "Null" as an Option from Required Ticket Fields for End-Users
We have several ticket forms available to meet the needs of our business, and these same forms are available on our Help Center instance. Even though we have required certain ticket fields to be filled out (that are configured correctly), there is an issue in that '-' (essentially a null field) is an acceptable and submittable option, which allows you to bypass the requirement to select an actual ticket field that was configured in the back-end.
The screenshots below show how the drop-down is configured in the Admin Center. Of note, even when a default value is selected, the null value '-' still shows up in the Help Center. Also, the preview from the Admin Center of what the ticket field will look like is misleading, because it doesn't show a null option as it does in production.
The screenshots below display what this field looks like on our Help Center, despite it being configured correctly in the Admin Center. I would love if you can fix this system error and remove the null option on a required ticket field (especially when it's a drop-down).
Thanks for the feedback, Tino!
Yeah, this null option is a bother for me too. There is a community article about how to get rid of it somewhere, but it's a lot of coding and I think requires a higher version of HC (we have 1.7 - which I can't get upgraded either!!).
@... no problem! Any idea if this request successfully made it onto a product roadmap? Also, do you have any insights as to which article John is referring to above? I would love to get my hands on that article if it is still an available resource.
Thanks so much.
Hi Tino R. you should hear back from the product team soon - I moved this from the original topic to the Guide/Help Center topic to ensure that the right product leaders see this and can respond.
Pablo Kenney, I also need this capability - thank you.
From my point of view this is a bug, it really defeats the purpose of a required field if one is allowed to close a ticket with empty value. Also it didn't use to be like that, I suppose this was introduced at the same time when the default drop-down was added in the ticket fields.
Yes, we need the null hyphen eliminated too, as per my 12/2021 post!
I am not able to reproduce this issue. Here is a ticket field that I created as an example:
Note the checkbox "Required to submit a request". You need to ensure that this is checked.
This is what it looks like then when I try to submit a request form without that field checked.
Hi all, as Kasper mentions, we have not been able to reproduce this issue.
Are any of you able to reproduce it with the checkbox "Required to submit a request" checked?
If so we would very much like to have a look at what is wrong. Let us know and ideally provide reproduction steps.
Yes, this is happening to our team right now. Can confirm the checkbox "Required to submit a request" is checked.
The strange thing is, it was working correctly, and I just noticed (not sure how long it's been going on, maybe a few weeks) that it is no longer giving an error message when we complete the form. Nothing that I can see in field or forms has been changed recently.
Field condition settings:
1. Field type: drop down
2."Required to submit a request" checked
3. Permissions: Agent can edit
4. Default value is set to -
1. Tap 'solve' on a ticket
2. Ticket solves with default value - and no error message
We are looking into it and will post an update here as soon as we have something.
We are experiencing problems with this also and require this change to be made asap.
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