How do I force categories and sub-categories to be prompted to be filled in when closing a ticket?

Question

When an agent is ready to close a ticket, I want to be able to have both categories and sub-categories prompted to be filled in. At the moment, I can close tickets without the categories, which is not ideal for reporting. Has anyone set this up for your tickets?

I've looked at editing the workflow, but I'm not sure what I'm doing there.

Any assistance with this would be greatly appreciated 😊

Marama Glen-Mokai · Answer

Thank you Vijay, will look into it 😁

Vijay Dadi_b69v44 · Answer

Dear @Marama Glen-Mokai ,

We have created schemas in Asset to hold all the categories. So when a issue is submitted, we do a schema lookup and set the values for categories.

Hope this helps.

Vijay