We have several Resolved and Closed tickets that have no value for two of our required fields when the ticket is resolved because the system resolved the ticket rather than a human: Agent or Requester.
I wanted to create a rule for Ticket Updates (Status changes from anything to Resolved) that prevents the System from Resolving a ticket if there is a field that requires a value on Resolution but the list of Actions for System is not the same as for Agent/Requester. And add a Note alerting the agent about this and set Status to Open.
System's Action options:
Agent/Requester Action options:
I would think that the required on resolve rule for the field would be honored for System actions by default but they are not.
Does anyone have a workaround?
Is Freshdesk going to address this?