2 Replies Latest reply on Mar 27, 2018 3:54 PM by icarriere

    Helpdesk - Required Mandatory Fields

    sam.parrington

      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?

        • Re: Helpdesk - Required Mandatory Fields
          justin.gray@weldre4.k12.co.us

          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.

          • Re: Helpdesk - Required Mandatory Fields
            icarriere

            "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]

             

            Hope this helps.

             

            Regards,

             

            Isaiah Carriere

            Web Help Desk Consultant
            Adeptec: SolarWinds Training and Professional Services

            LinkedIN: Adeptec

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            ○ Twitter: @Adeptec

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