Require a comment when changing status?

  • 11 October 2022
  • 1 reply

Is it possible to require a comment when a technician changes the status of a ticket? 


We have the option to put tickets “on hold” and it stops the SLA clock. I’m fine with that option being available to my technicians, but I want them to be forced to explain why they’re putting a ticket on hold.

1 reply

Userlevel 4
Badge +1

@ryanlehms Thank you for submitting your question. 

Currently, we are not able to require a “why” comment when changing the status to hold. This would be a cool enhancement to see in our Idea Exchange: