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,
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.
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