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Monitor incident Subcategory with Automatic Rule for empty entry

Hello community,

I'm using the subcategory attribute to define the IT service involved in a ticket (e.g., Printing, Citrix, client software...).

This field is not mandatory at present, but as you may imagine, it's really important for analyzing data to see how many incidents per service I had in a given period of time.

If the service agents forget to add this attribute, I have to look through the global ticket list to find which tickets don't have this attribute... it's a mess.

I tried to configure an automatic rule so that when the ticket status changes to RESOLVED, the Subcategory attribute must be filled. However, there's no possibility to monitor the entry for "Empty" or not equal to... so, it's impossible to monitor.

I think it might be useful, maybe not only for this field but also for other ticket's fields, also date.

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automation rules

Status: None

Comments

havens1515

You could just make subcategory mandatory

swgi_sartori

Hello, thank you for your tip. I didn't do that because it would set the subcategory as mandatory for the Requesters creating the ticket from the portal, and most of the time they are not aware of the topic behind a ticket. I want the Service Agent to be responsible for assigning it.