There should be either a separate tab for required fields agents have to complete, rather than having to add it to the ticket view for the right panel to be updated. This then creates more administration and means you are having to go into the ticket field manager, add the fields and then create rules to base on when those appear.
BUT you cannot ask it to show those fields based on the Service Item so we have created a field called tags that has the form names in them and then when we want to show only certain fields we add the tag in the workflow and say if this tag is visible show these fields.
It makes it way more administration. You should have more autonomy as to what fields show up on the right hand panel based on what form it is and then this should be where the required fields are marked for agents to complete at certain stages.
This should be managed in the Service Item itself and be a separate tab section in the Service Item for you to add and remove fields.
OR and be able to add these same fields to the task (which should be in the Service Item for administration too) so you can add custom fields to tasks based on what type of for it is. Not have the same templated task fields for every task. This does not make it clear as to what functions need to be done via a task based on the type of ticket. You should be able to add required fields that need to be completed, prior to the task being completed or it does not progress further.
