We need a solution to make asset association mandatory for agents when working on INC and SR tickets, specifically based on certain ticket categorizations. Currently, assets are often omitted because they are not required fields. To address this, we would like to enforce asset association as a mandatory step, at least for application-related requests or issues.
Thank you!
I agree with this comment. The primary purpose of associating assets is to maintain a reliable history of incidents and changes. While we’d like to rely on personnel to consistently follow this practice, the reality is that in fast-paced environments, steps can be overlooked. Making asset association a mandatory requirement would significantly improve consistency and help ensure our teams don’t miss this critical step.
Just an updated on the above so figured out that we can set business rules to mandate assets however they have to Enforced system wide as below. The issue here is that it enforces the rule outside of the form as well via Bulk Actions, Api calls, Scenario Automations so we would need to get crafty with the rules to ensure that it does not have a negative effect outside of the specific business rules we have set up:
With that sated the request would be to make this available without the Enforce System Wide option for agents on edit of the tickets.
Thank you!
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