The only workaround that we've come up with for that is to create custom fields (Ticket > Ticket Custom Fields), make those required fields and then assign those fields to each ticket.
Not a very good solution, but I found no other way to do it.
1 of 1 people found this helpful
"Work Time" and "Billable Rate" as required fields is a feature which has been requested by many customers in the past. However, this is not a feature for a good reason.
If these fields were a required, then a new ticket could not be created without having the values of "Work Time" and "Billable Rate".
If you think about it, ticket creation is not when a Technician enters a value for "Work Time" and "Billable Rate"; as the work has not yet been performed.
What would you like to accomplish by making "Work Time" and "Billable Rate" a required field?
If the primary objective is to prevent a Technician from closing a ticket prior to adding "Work Time" and "Billable Rate", this is already possible in Web Help Desk with the use of Action Rules.
Processes (Setup > Processes > Action Rules > New)
Action Rule Info
Work Time + Cost Required
This action rule prevents Tickets without work time and cost from being closed by Technicians.
only when updated by a Tech
When criteria evaluation results in a match, apply action...
Tickets matching ALL of these conditions:
... and ANY of these conditions:
Hope this helps.
Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services
○ LinkedIN: Adeptec
○ Facebook: Adeptec
○ Twitter: @Adeptec