Process Question - forcing a change to Request Type (Cloud)

[Keith Jones]

In our system, issues raised by the Email channel are automatically assigned a particular Request Type (Emailed Request). My goal is to get the agents to recategorize the issue by changing the Request Type to match what it would have been if entered through the portal (e.g. Reset a Password). I'm looking for a way to force them to change it, at the very least before resolution. It doesn't seem like I can call this out in a transition as a validator. Any thoughts? 

[Ajay _view26_]

Hi @Keith Jones 

I think you can add the "Field has been modified" validator for achieving the usecase.

[Keith Jones]

@Ajay _view26_ - thank you for the suggestion. I'm not sure that would work however, since the issues generated by the portal would have correct Request Types in them. It seems by using this validator, it would force the screen every time, regardless of whether or not the Request Type needs to be changed. Or am I looking at this wrong? 

[Ajay _view26_]

@Keith Jones yes .. I got the assumption wrong that the Request Type is always set to "Emailed Request" Type.