Required fields on resolution screen

[Johan]

Hi guys, I seem to be stuck here. 

I Would like to create 2 fields when our technicians close the service desk tickets. 

So what I did is I created a screen called "Helpdesk : Resolution Screen" with the 2 custom fields "Origin of Issue" & "Participant Name" on the screen. 

I then added the screen to all the transitions in the "Help Desk" workflow that transition to the "Resolved"status.

Now, that seems to work fine but the moment I make those fields mandatory (which is what is required) our service desk just stops collecting tickets through our email channel. Now I understand that if you make it mandatory it wants those fields on the issue creation screen as well and on the email channel there is no way to fill out those fields? Or am I mistaken? We only use the email channel on our servicedesk so I need this working. 

The reason why I need to add these custom fields is for reporting purposes. So these fields will act as "hooks"if you will. Which our BI team is looking at using to pull accurate reports. 

Has anyone run into an issue like this before? 

Any help would be appreciated. 

[Johan · Accepted solution]

Can't I put a "dummy" entry into my custom fields and mark that as default when the ticket is logged via email? Then theoretically that value should travel with the ticket until the ticket is resolved? At which point the technician just changes the value? Or am I grasping at straws here? 

[Kimberly Deal _Columbus ACE_]

You could, but I think that you would miss the point of requiring the field, there would be nothing to automatically make the technician update the field with the new information

[Johan]

So there is no way of doing it with the standard validators? Just doublechecking. 

[Kimberly Deal _Columbus ACE_]

@Johan Not on Server, at this time.  I suggest going to upvote this issue.

https://jira.atlassian.com/browse/JRASERVER-65813

[Johan]

For now it looks like this is the only option. Lets hope they include this option in their server edition as well soon. 

[Joe Pitt]

Then you can't mark it as required because it will already have a value. Others have tried that but we found the field isn't updated in many cases. I ran a report and in over half of the closed issues the default value was still there. We stopped putting in defaults. 

[Joe Pitt]

JIRA suite utilities (costs money) and some other plugins will allow you to make a field required during a transition. 

[Johan]

Damn, I am trying to get a resolution to this issue without throwing more money at it. 

Is that the only solution? 

[Joe Pitt]

You may be able to use scripting. JSU has lots of other features also. I suggest reviewing the documentation to see what else you would find useful 

[Kimberly Deal _Columbus ACE_]

My apologies @Johan  That option is available to natively to me on Jira Cloud.  I didn't realize you were on Server.

[Kimberly Deal _Columbus ACE_]

Try using a Validator for the fields, at the point in the workflow where they are required, instead of marking them required in the field configuration.

[Johan]

Hi Kimberly, thanks for the prompt response. 

I only see two options when trying to add a Validator on this transition? 

"Permission Validator"

"User Permission Validator"

I am not too sure what should be done here? Any further advice?