I have added a custom Ticket field to my Helpdesk. The field is Mandatory. If the user does not populate this field, it defaults to the first value in the drop-down list. --- Please add option to configure "no default value". The User should not be able to Close or Resolve the ticket until this field is populated.
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Custom Ticket Fields - enforce setting field before closing
I discussed this with my colleagues and we now agree that populating this field should NOT be enforced on Close/Resolve, but on making any changes to the ticket.
I get around this by making the first item in all my drop down lists 'Please Choose...' so if the customer doesn't choose a value, it just says 'please choose'
Might help you!
+12Hello,
You can setup ticket fields to be mandatory under Admin -> Ticket fields section. Click on any field to open the properties dialog box where you can change the behaviour for agents/customers, modify the field name or values, etc.
Cheers!
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