I recently created a required field for our Chromebook repairs to always needing a partā¦Ā I did not think of the simple fixes that do not require a part. Is there a way to add a āYes/Noā choice to the field or update it using an āIFā with a comment like āno part neededā?
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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 āNo parts neededā.
You can use rules to apply the required ticket action to any tickets that donāt have the āNo parts neededā resolution action.
Hi ā
Ā
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 fieldsĀ
Ā
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 āNo parts neededā.
You can use rules to apply the required ticket action to any tickets that donāt have the āNo parts neededā resolution action.
+18ā
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.Ā
Great start ā
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