Issue with a custom field while resolving a ticket

Soutam Roy

I have a particular field that has been added as a custom field . That field is a descriptive text field . The requirement is that this field needs to be filled only while resolving the ticket and not in any other statuses of the ticket . But if we are making it mandatory then the field becomes a mandatory field even when we are creating the ticket and also if we try to move it to any other statuses, The field should be mandatory only while resolving the ticket . How do i do that ? Can anyone kindly help ? 

John Funk

Hi Soutam,

The way to do that is to add a Transition screen to the transition to Done. 

So create a new screen that Just has the text field (and maybe the Resolution field if you want the user to select that at the same time - otherwise, just set the Resolution with a post function).

Then attach the screen to the transition. 

You can add a validator to that same transition for the text field to be required.