How can I make the Time Tracking field mandatory when addressing a request?

[tomas.vidal]

Our agents are forgetting to log their working time. We want to ensure that they cannot close a request or notify the customer until they have logged the time spent.

[Joseph Chung Yin]

@tomas.vidal 

Welcome to the community.  You can customize the WF, so when one moves the issues to the terminal status, you can make "Time Tracking" (It is actually the field is "Time Spent") field mandatory in the transition's validator tab.  Please also know that this means that you will need to create a custom screen pop-up to include the field for population when the transition is executed.

Hope this helps.

Best, Joseph Chung Yin 

[Joseph Chung Yin]

@tomas.vidal -

For the WF customization, you need to be the Jira/system admins for your site, then you can conduct the necessary changes.

Here is a reference page on WF customization -

https://support.atlassian.com/jira-cloud-administration/docs/edit-an-issue-workflow/

Hope this helps.

Best, Joseph

[tomas.vidal]

Thank you very much to everyone for your response. I am very happy that a solution is possible. But the difficulty is that I can't find the place or the way where the suggested options are.

[Adaeze_Jude_HEROCODERS]

@tomas.vidal ,

In addition to the answers provided above, you can use a workflow condition.

A workflow condition is checked before the user is given the opportunity to transition an issue. If the condition fails, then the transition buttons will be hidden.

you can set it up as below:

You may also explore using Marketplace Apps.

With Clockwork PRO you can also use a built-in validator to make sure time is tracked in the current status.

as below:

Both processes are documented here.

[Kris Dewachter]

Hi @tomas.vidal ,

It depends a bit on your specific requirements.

If you need the Agent to log time during the transition to the "Resolved" status, you can use the solution suggested by @Joseph Chung Yin .

If you need the ticket to have any spent time (so not specifically during the transition), you could add a "validator" on the "resolved" transition. The validator will require total spent time to be greater than 0

Best regards,

Kris