Setting up a new instance of service desk - how do I make certain fields required

Keith Mader

I am starting a new service desk in my organization.  We deliver cloud based ERP software to our customers.  When we have issues in the product, I want to record them as issues within service desk to support normal workflows like triage, escalation, code fix, delivery, and resolution.  One of the most important things I need to do is ensure that a customer ID is recorded on each issue.  That way I can report on issues by type, severity, and customer ID.  When looking at the base ticket entry forms I see that Organization is included, but I can't edit it or make it required.  Also - how do I allow customers to record their own issues through the portal but stamp their ID on the tickets they create so I can again report on them effectively.

 

Thanks in advance,

 

Keith

Kevin_hb2lpz

Hi Keith

The following is for setting fields to required.

I use a different language so I'm not 100% sure on the exact button names but I'm sure you'll find it:

Go to Project settings/Request types/

Select the Type you want to edit.

Select "Inquiry form"

Following a screenshot from our instance (in German but it should be the same):

Where the lower red circle is, you can change if the field is required for that request type.