I'm currently on the professional plan, without the productivity pack included. We have two custom fields that we would like to require our agents to enter a value for every single ticket. If they submit the ticket without adding a value, we would like a trigger that changes the status from pending, back to open, while emailing the agent with a reminder to finish documenting the ticket. Since our workflow has agents submitting as pending and not solved, we cannot make it required for submission. Also, after a ticket is submitted, the assignee is stripped. Below is the logic I used to attempt to create this trigger, however in production, it emailed the agent after every submission even if the field was populated with a value.
So in short, I'd like the following to occur when an agent submits a ticket without filling out the custom field:
1) Ticket status changes back to "Open"
2) Email the agent advising them to finish the ticket
3) Only occur when an agent updates the ticket, not the customer
Thanks so much!
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