Make Team Required field without putting it on the request form?

[Jeremy Wood]

Hello,

We recently launched a new ITSM project that now utilizes the Teams functionality within JSM. Our previous project did not use teams. 

When a ticket is created, the customer selects an application that the ticket is for an an automation rule runs to assign the team based on the selected application. 

The problem i am running into is when teams move tickets from our old project to the new one, they often leave team blank because it was not used in the old project. 

I am looking for a way to make Team a required field but without adding it to the request type for customers to have to select when creating a ticket. 

Is there an easy way to do this? 

[Gabriela]

@jeremy wood Karsten's pointing the right way, keep this in the workflow. Be careful with marking Team required in the field configuration though. A required field that isn't on the request form makes portal submissions fail, and the error only shows up in the browser console.

Add a Field Required validator on the transition out of your first status, not on Create. Your automation still sets Team right after the ticket is created, and the validator then stops anyone moving it forward while Team is blank, including the ones dragged over from the old project. Team only shows in the validator's field picker if it's a shared team from Plans and it's on the transition screen.

For moved tickets that just sit in the open status, keep a small automation that comments when Team is empty so they don't slip past. Atlassian's page on workflow validators covers the steps: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-validators-for-company-managed-projects/

[Karsten Gutjahr]

Hi @Jeremy Wood, I like to help.

So when the customer creates a work item, the field Team should not be required. But whenever anybody does something with the work item, he should fill in the Team?

Also you have a lot of old tickets Team blank? But whenever anybody does something with the work item, he should fill in the Team?

Is that correct?

You can certainly make field Team required in the workflow, using Restrict Transition Workflow Rules (Conditions). You can also build an automation, that adds a comment to the work item every time it is updated, but Team is blank.

Best wishes

Karsten

[Karsten Gutjahr]

Just to be more precise: You can EITHER make field Team required in the workflow, OR alternatively build an automation, that adds an internal comment to the work item every time it is updated, but Team is blank.