How to set default Ticket Request Type to blank

ZbiV

Hello

When a Ticket is created it automatically sets the request type to "Aufgabe" (which can be translated to Task or Request) and its sub-type "Sonstiges" (which can be translated to Miscellaneous or other).

I would like to have this blank. Not set. So a tech has to set these values, else he cant save.

Is this something WHD can do? I couldn't figure out where/how.

Thank you.

percyplant

I would have a  Request Type that clients use to submit which doesn't have child Request Types, this would be a place holder for new requests:

- Client Request Type

Then have a Action Rule which moves new tickets to a new Tech Request Type, which does have child Request Types, then before a ticket can be saved the tech would need to select a sub request type.

- Tech Request Type: Sub Request Type 1

- Tech Request Type: Sub Request Type 2

- Tech Request Type: Sub Request Type 3

You would also need to hide the new Request Types from the Clients, so they don't see it from the pull down list. Make the sub request types visible, and they can then see their tickets in the History tab.