Hi Community.

We have created a custom field named Type of Request, which allow us to broaden the types of cases we handle for our customers:

• Incidents (Type INC)
• Inquiries (Type INC)
• Requests (Type SR)
• Projects (Type SR)

We use the last one for the Requests which are large ones, so, a Project should be created and Associated to the SR.

Do you happen to know whether there is a way we could add sine validation (at ticket Resolution) where we could check for a Project to be associated to the SR?

Our Use Case is:
Some times agents forget to create the association; we would like to avoid Resolving the ticket if such association does not exist.

I’m aware of Business Rules; but there are no standard ways to do that.

I was thinking of using an API call to check that. In the docs, I found that in Projects you can actually manage Associations but I couldn’t find anything related from Tickets.

Do you happen to have found / noticed about any Event that triggers when such Association is made in a ticket? That way I could use a Workflow to populate a Custom field and use Business Rule against that field.

Any help would be really appreciated.

Regards,