It would be great to have a way to not allow tickets to close unless something has been done. Making a field required will prompt at ticket creation, but we need a prompt to be triggered before a ticket closes.
priscamor, you can set a ticket custom field to be required on Close, which will prompt your clients or techs to enter something when they close a ticket.
Scott, where would I do this? I have custom fields, but there is no option to tell it to be required only at Close.
priscamor, after creating the custom field and setting it to required, go to Tickets>Status Types and click on Closed. The sixth option down is 'Additional Activated Custom Fields', change this from None to Specific and select your custom field from the list. Then whenever a ticket is Closed, this field will be added to the ticket as a required field. Selecting any other status will removed it.
You are my favorite, ScottRich! Now, is there a way to apply that to only one request type?
Yes, you can add a custom field to a single request type, but you have to be careful because if you add a required field to a request type it becomes required for every ticket with that request type regardless of status. If the same field is set as required for a status type and a request type, you will end up with "request type or status type", NOT "request type and status type"
