Is there a way to force agents to use "request type fields" view when creating tickets?

[Richard Davis]

Hi,

Does anyone know if there is a way to force agents to use the "Use request type fields" option in Jira SM when creating tickets? 

We have a number of fields that should be optional for customers (who have their own request type in the portal), but should be mandatory for agents when raising calls. The agents always raise calls via the "+Create" button, and have the correct request types defaulted for each work type, but if they use the default field set (from the site-level work type) then they can effectively bypass much of the validation.

Thanks!

[Marc -Devoteam- · Accepted solution]

Hi @Richard Davis 

No there isn't.

This should be embed in the process on creating issues.

When implementing this as customers I always highlight this. Agents should always use the portal, just as thier customers.

If you want consistency on data, and you ask customers to provide this, make sure your agents use the same route and us the portal to create tickets.

[Richard Davis]

Ok, thanks. Unfortunately the nice shiny "Create" anything button on the site they always use just proves too irresistable!