Help with adding requirements for ticket status changes? | Experience Community
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Help with adding requirements for ticket status changes?

  • November 18, 2022
  • 1 reply
  • 41 views
ooolomod
Level 4 ●●●●
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I'm wondering if it's possible to add requirements between ticket status changes?
For example, using the follow-up details section and tagging those questions as required, I'm able to make it so that ticket owners must add in the necessary information prior to changing the status to closed.
What I'd like to be able to do is set it up so that ticket owners must enter certain information to be able to move from open to in progress.
Is this possible to do?

1 reply

Deepak
QPN Level 8 ●●●●●●●●
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  • Deepak
  • November 18, 2022

ooolomod
You would not be able to do this directly or hinder it while the user changes the status from Open to Inprogress.
But you can include a ticket event based workflow on status change and if the person changes the status to inprogress and the follow up details are not marked. Post which, you can include a update ticket task to mark the status to open.
You can hardcode the ticket data to say something like you need to fill the follow up details to change to inprogress
Hope it helps!

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