Tracking field completion

Question

A custom field has been created, completion of which is required before a case is closed, and has a large number of different options.

I have to include an "unknown/other" option within this custom field, and I know that 'path of least resistance' means it will be overused.

I need to be able to track not only how many times it gets used, but who is using/abusing it, so I can gently guide them back on to the path or righteousness with something pointy.  The volume is easily identified, but the who did what bit is a bit long-winded if I need to go in to each ticket and trawl through the audit trail/history.

Kay · Answer

Cheers.  Yeah, I was coming to the conclusion that was pretty much the only way - I've already got the field only accessible during the resolve transition, but then of course it has to sit there waiting for confirmation before closure, and the person who closes the ticket wont necessarily be the one who resolved it  :/

It would just be nice to be able to extract it as part of a normal report - I can get the field just fine, but the rest of it is a bit of a nightmare.

Marc Jason Mutuc · Answer

Not sure how you can do this for old issues but for new ones, I would suggest removing the field from the Edit Screen and only allow editing via Workflow Transitions. This way, you can add an event to be thrown each time and notify you of the changes. But yeah, this is not a smart solution.