Can I make updating a field mandatory when reassigning a ticket?

Adam Ward

Hi there. We have a custom check box on our support tickets for L1, L2 and L3 support. Our team often forgets to update this when they reassign to a different person, so it will go to a person in L3 but still be marked as L1, for example.

The support levels are already mandatory on creation of a ticket, but is there any way to make updating it mandatory when reassigning a ticket? 

Thanks.

M Amine

Hi @Adam Ward

I would suggest two solutions : 

1. Yes you can make a field mandatory upon a transition and here is how  : link (you will need an add-on. Please note that there are other add-ons that can do the same thing)
2.  I would recommend to use an automation in order to automatically fill the custom field on transition (for this your can use Automation lite for JIRA which is a free add-on) 

hope it helps. 

cheers