Sub category validation workflow effeciency

[Luke Verheyden]

Hi,

I am struggling with a good way to add validation to a workflow.

As part of reporting, I have added a sub-category custom field for IT team to set on tickets. To avoid the team forgetting, my manager has requested a validation rule be set so that before the ticket is moved to resolved, we have to set the sub category field.

I can set up the validation easily, the issue I have (Please look at attached image) is there is automation set up so when the IT team leaves a comment the status changes to "waiting for customer" From this status the customer can set the tickt to resolved, so currenlty the IT team moves to the resolved status from there. So the validatin would also need setting there but we dont want customers setting the sub category. 

The It team can also move the stastus to resolved from waitng for support as well which would make sense to use the validation in that workflow.

My question is how do if anyone has gotten around this issue. I ahve though of the below

Validate and pick the sub category before accepting ticket onto the que

Have another status that IT team move manually without using the comment automation once hte ticket is resolved.

Dont allow the customer to resolve a ticket.

[Lalithesh Channu]

Hi @Luke Verheyden 

Hope you're keeping well!

• You can add another transition from 'waiting for customer' to 'resolved' and make it available ONLY for customers, without any validation
• You can make the existing transition available ONLY to the IT team and make the sub-category as a required field when transitioning 

Cheers!