Make adding a comment required when changing the ticket status

Question

Is there a way to make adding a comment required when changing the ticket status. We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities). It would be nice to know why the ticket is being escalated or moved.

Best answer by Kathryn Carter

@amac It could not because we cannot add actions via rules. However, here is an idea that is similar to what you are requesting. (not the same but similar)

Kathryn Carter · Accepted Answer

​@amacIt could not because we cannot add actions via rules. However, here is an idea that is similar to what you are requesting. (not the same but similar)

Kathryn Carter · Answer

​@amacThank you for submitting your question to our community! 😄This would be a great enhancement for our platform, but it is not possible now. There is an enhancement that will be coming soon about requiring actions on tickets, and hopefully, adding a comment will be supported by the new enhancement.

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded