Mandatory Custom Fields

Good morning,

I have a question about custom fields:

In one of our queues we have a CF which has to be filled out by the people maintaining the queue (not the ones submitting the ticket). The CF is of type “Select one value”.

What we’d like to have is the ability to enforce the users maintaining the queue to fill out the value ideally when opening the ticket, at the latest when closing it.

We have tried setting the CF validation to Mandatory “(?#Mandatory).”, but it did not work as expected. Especially, you can still resolve the ticket when writing an answer to the ticket leaving the CF empty.

Ideally, RT should reject any status change to an inactive status whatsoever as long as the CF is empty.

What would be the best way to do this?

Mit freundlichen Grüßen,
Torben Nehmer
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Martin Mayr, Tobias Hörmann
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