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I’m trying to create an alternative to using the Site Option Require Issue to be Confirmed because for many of our tickets, it isn’t necessary and adds an extra step for those Agents who wouldn’t benefit from it.

So, my question is, can you create a custom field that is required, but not visible to requestor? Essentially it would only show up for Agents working the ticket, like the Site Option does.

My tests suggest this isn’t possible, but I wanted to confirm with the experts.

Hey @davecarty, so the limitation in this workflow would be the required aspect of the custom field. You can set up the custom field to only be Agent/Admin visible and the Agent working the ticket would be able to edit the custom field while working on the ticket, however, this would not be a required action since that requirement would only happen at ticket creation.

 

Another alternative would be making Resolution Actions required on tickets through Site Options, but this would apply to every ticket unlike Custom Fields’ functionality, which can be applied through filters.

Thanks for confirming @Justin_iiQ 

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