Bypass mandatory fields depending on conditions

Hi Sohpia, 

couple of ways for this i think, if your looking at doing it from the workflow level then you can bypass fields there.,..

However if you are thinking about using the gui then you should use business/supervisor rules to make your fields not mandatory for the people you wish. 

something like the below based on the role they have and then non-mandate all the fields you like. 

Hi and thank you for your intervention. 😊

Unfortunately, such advanced management via automation is only available on Freshsales. We use Freshdesk and don't have the possibility to define a field as "non-mandatory" under conditions. ☹️

We'll try to deal with this case by using an API.

Thanks again. 

Hi everyone,

I’m trying to find a way for administrators to bypass mandatory fields while keeping them required for agents.

So far, I’ve found options to set conditions for mandatory fields, but not to make exceptions for admins. Ideally, admins should be able to change a ticket’s group without filling in all required fields, while agents still need to complete them later.

Would appreciate any insights on this.

Hi,

Totally agree with you. Moreover, sometimes, as admin, we'd like to close a ticket or just change a field without having to qualify all the mandatory fields.

However, I think that you can change the group when you're using the Table view, without having to fill the mandatory fields (but not sure).