Hi, i have a custom field that is called "Assigned Team" and is populated upon first workflow step of Team Triage, before actually been assigned to an agent.
On the Team Triage status, one can only progress by assigning a team, so the Assigned Team is a mandatory field at this step.
However, after team triage and throughout the life of the ticket, it can be bounced between agents and teams a number of times. What I want to do is to make it mandatory to always have a value and to never be empty.
The reason for this, is that this affects our metrics which have some driven by team assignment; hence our problem.
appreciate your assistance in helping me sort this out.
Vinaka/Thanks
Joseph
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