Why can't System automated actions include same options as Agent and Requester?

  • 21 October 2019
  • 0 replies

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?

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