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Make a custom field mandatory before ticket resolution

Hello community,

I believe custom fields are one of the main and important features of SWSD.

If a custom field is needed to better define the service desk process for Incidents and Service Requests, why not have the possibility to make them mandatory, with a dedicated parameter during the creation, to 'suggest' to all service agents to fill

them out before ticket resolution?

Currently, I can set up a custom field that is important for the process, but it can be missed by the service desk team. This makes the field totally uncontrollable, especially because Automation Rules most of the times cannot check the fulfillment

of it.

Thank you

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Comments

havens1515

You can do this with "Custom Forms" and "Dynamic Form Rules."

For example, I created a custom form called "Password Reset From" which has a mandatory field called "Accounts". This field is what account(s) we're resetting the password for.

Then in the "Dynamic From Rules" I setup a rule that says If Category is "Account Management" and subcategory is "Password Reset" then show the Password Reset Form. Showing this form when that subcategory is selected forces the user to select a value for the required custom field. And your logic could potentially be a lot more complex than mine.

Shellie.Bagwell

Adding to Havens1515, I also have dynamic form Rules for custom form tied to custom fields triggered in the workflow process of service request/catalog item - which is in place to require service agent to add input upon form population at end of IT tasks execution which will not allow the state change to be resolved until input is added- (I have this set up to capture true reporting for incident priority levels when audited- to be determined by IT- and I removed the option for requesters to classify ticket priority- users were submitting as High priority when technically considered a low it terms of organization risk assessments and disaster recovery for high priority being operational interruptions versus an account issue ) Examples of my Custom Form with form logic, and dynamic rules per condition set provided below: Dynamic Rule condition set- (Applies to all incidents state that relates to resolved or closed for all IT incident tickets and not to include other department ticket categorization and if conditions are True - action triggered to show the custom form with the custom fields set mandatory whereas the state cannot be changed to close or resolved/cannot bypass the form till complete. Finally, I have all our incidents and service requests set as to update record changing the state to auto resolve once the last task is completed.