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Do not allow to Close tickets

priscamor

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.

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ticketing_management

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Comments

ScottRich

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.

priscamor

Scott, where would I do this? I have custom fields, but there is no option to tell it to be required only at Close.

ScottRich

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.