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Make "knowledge base" mandatory when resolving ticket (transition validator)


i'm looking for a way to make the field "Knowledge base" mandatory during the "Resolve" transition.

I tried setting up a validator on the transition in our used workflow of the project, but "Knowledge base" does not show as selectable field.


Any idea how to force our agents to link a knowledgebase article when resolving an issue? 

Is it even good practice what i'm trying to do here? 


Thanks in advance!

1 answer

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Dan Breyen
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Sep 25, 2023

Hi Erik, my personal opinion is I don't like mandating a process that requires creating a Knowledge Base article for every Resolved issue.  My past experience where this has been in place has produced incomplete or very generic Knowledge Base articles, forcing more work on the back end to clean up articles that are not complete, or not applicable.

I like using the JSM Report "Requests Resolved" out of the box, as there is a category for 'Requests resolved without an article' and you can see if there are tickets that haven't included an article.  That can be used to see if there was an acceptable case for not attaching it or not.

It's probably likely that the field isn't available.  You could open a ticket with support ( and see if they have any workarounds.  They can also verify if that field is available as a validator.  I like the idea of being able to write automations based on that. Even if you didn't mandate the process, you could send an email to the Assignee when they close it if one isn't attached to double check their ticket to see if it's appropriate.

Hope that helps.

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