I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?
Solved
Is there a way to add a "Yes/No" to required fields in the ticket progression?
+3Best answer by jclark
What sounds like a better option is to set up required ticket actions for Chromebook tickets to require a part, and a resolution action called “No parts needed”.
You can use rules to apply the required ticket action to any tickets that don’t have the “No parts needed” resolution action.
Hi
You can create a new custom field that is a YES/NO field (listed as ON/OFF in the drop down list), but you cannot change the field type from text to YES/NO after it has been created. Here is a link to our KB article on custom fields
What sounds like a better option is to set up required ticket actions for Chromebook tickets to require a part, and a resolution action called “No parts needed”.
You can use rules to apply the required ticket action to any tickets that don’t have the “No parts needed” resolution action.
+18
I love this discussion already!! Custom fields versus Custom Resolution Actions - both are great ideas it will just have to be up to your workflows and agents. Personally, I would think the resolution action would be your easiest set up, as it is still requiring an action. Another point to think about is whether you have a part that is labeled - no part needed so you are still adding some kind of part but you know it is not an actual part.
Great start
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