How to require custom field to be filled on resolve transition

[Marius Skoglund]

Hi,

One of my service desk projects wants to have a mandatory "Provided Solution" custom text field filled in before a ticket can be transitioned to Done/Resolved. This field should only display on view/edit screen and not on create screen.

I have created the custom field, added it to the view/edit screen and added a validator to have this custom field filled, before the ticket can be resolved.

The problem is that since the field does not contain a default value, it will not show up on the view screen. Setting a default value will defeat the purpose, as tickets should not be resolved without having the provided solution filled in.

The field shows in the edit screen, but I want the agents to be able to edit this on the view screen, is this possible?

Thanks, and kind regards

Marius

[Marius Skoglund · Accepted solution]

I managed to resolve the situation by adding the custom field to the resolve screen.

Now, when clicking resolve, the resolve screen pop up with two fields: Resolution (System) and Provided Resolution (Custom multi text field.)

Together with the validator, this now works exactly as we want.