Hi there,
Many of our tickets are submitted via email, and it’s fairly common for technicians to overlook assigning a category.
Is there a way to require technicians to select a category before a ticket can be saved or closed? I’m wondering if this can be enforced through a site setting, workflow rule, or similar configuration.
Thank you for your help.
Daniel
p.s: i do have autoasigment rules from keywords. That helps, but it’s impossible to cover every possible scenario with this approach.
+3Good morning Daniel,
You could use the site option “Require issue to be confirmed” that way before the tech can close the ticket out they have to click confirm issue. Please let me know if that helps.
Best regards,
Arun
+2
What does confirm the issue mean in practice? Will it force them to pick a category if none are assigned? or just confirm whatever is already there, whether category or not?
+3
Unfortunately it won’t force the user to pick a category and instead will confirm what exists. It is more of a reminder for techs to double check so they know to go back and select the right category if need be.
is there any way to achieve this through rules?
btw, i submitted an idea sometime ago about this but I don’t think it gained much attention.
+3 Hey
Based on that and looking at the previous idea that would be the best way to approach the issue, but again it requires the tech to check the issue before closing the ticket out.
The biggest draw back with this is going to be the ability to filter the email since you have to have the issue type to add the required ticket action. Let me know if that makes sense. Here are 2 guides to help get you started as well!
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