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Smart-IT - Functionality between Screen Configuration and Ticket Console "Update Status"

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Problem:

When modifying Screen Configuration there is no communication between Configuration and Ticket Console. So if field is set to mandatory to certain module, it will not be mandatory in Ticket Console.

 

Example:

screenConfiguration.png

Affected Business Service field has been set to mandatory.

 

This will not be mandatory when resolving the ticket using update status functionality:

updateStatus.png

 

Only Status, Status Reason and Resolution Note are mandatory.

 

 

Why is this an issue:

In big organizations where there might be many support persons not everybody are that familiar with the system and it's best practices. They might accidentally mass-close tickets with same service after issue is resolved but leave out the Service field.

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