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Helpdesk - Required Mandatory Fields

sam.parrington over 6 years ago

I have started configuring our Helpdesk solution to match our custom requirements, however I seem to stuck on one issue.

Within "Ticket Details" I would like to make the "Work Time" & "Billable" text boxes a mandatory requirement .

We are running version 12.5.1

Does anyone have any advice?

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icarriere over 6 years ago +1

"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…

0 justin.gray over 6 years ago

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.
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0 icarriere over 6 years ago

"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	Criteria	Actions
Enabled [Selected] Priority [1] Rule Name: Work Time + Cost Required Description: This action rule prevents Tickets without work time and cost from being closed by Technicians. Cascade [Selected] Rule Triggering: Evaluate criteria... only when updated by a Tech When criteria evaluation results in a match, apply action... every time	Tickets matching ALL of these conditions: [No Logic] ... and ANY of these conditions: [Work Time] [≤] [0] min. [Cost] [≤] [$0.00]	[Change Status] [Open] or [Change Status] [Reopened] [Assign to] [Tech] [Supervisor]

Action Rule Info

Criteria

Actions

Enabled [Selected]

Priority [1]

Rule Name:
Work Time + Cost Required

Description:
This action rule prevents Tickets without work time and cost from being closed by Technicians.

Cascade [Selected]

Rule Triggering:
Evaluate criteria...
only when updated by a Tech

When criteria evaluation results in a match, apply action...
every time

Tickets matching ALL of these conditions:

[No Logic]

... and ANY of these conditions:

[Work Time]
[≤]
[0] min.

[Cost]
[≤]
[$0.00]

[Change Status]
[Open]

[Change Status]
[Reopened]

[Assign to]
[Tech]

[Supervisor]

Hope this helps.

Regards,

Isaiah Carriere

Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services

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0 asherben over 4 years ago in reply to icarriere

Could you use an action rule to force entry of time only if a note is added?
We use notes thoroughly but techs forget to add the time taken in and a prompt to do so would help a lot.
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