I would like to put some default values into Product Category Tier 1,2 and 3 for all INC tickets.
It should be applied to all tickets created in SmartIT, MyIT and via E-Mail.
Background is, that I want to make the mentioned categories mandatory. If I set the field properties in DEV studio to "Required" MyIT and Mails cannot generate any self-service tickets as those are not pushing the Prod Cat values into the ticket.
I have tried to build a little filter on HPD:Help Desk
Run If: ('Product Categorization Tier 1' = $NULL$) OR ('Product Categorization Tier 2' = $NULL$) OR ('Product Categorization Tier 3' = $NULL$)
Set Field Action:
This is working fine, as long as the category fields are not set to "Required"
As soon as I change it, the tickets created vie MyIT and E-Mail run into the error stating that all mandatory fields need to be filled.
Does anybody have any idea how I could achieve this?
Thanks and Regards,
There must be some way how to achieve this.