5 Replies Latest reply on Aug 9, 2019 4:59 AM by Urooj Hussain

    Make Certain Fields Required While Raising a Ticket

    Urooj Hussain
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      Hello there.

       

      There was a discussion with out client who has a RemedyForce installation and would like to know how to properly make certain fields mandatory while raising the following Tickets.below.

       

      1-They want to make the source field in incident mandatory while raising Ticket for Incidents and Service Request.

      2-Impact and Urgency Field in Service Request; Also to be marked as mandatory while raising a Ticket.

       

      Please Advise with clear instructions with Screenshots of relevant procedure to locate and enable required field while raising ticket for Incidents and Service Request.

       

      Thanks

        • 2. Re: Make Certain Fields Required While Raising a Ticket
          Paul Donders

          Hi Urooj Hussain

           

          The source field is set by BMC as source Self Service, Mail listen or mobile. We often set "phone'as default value in the picklist as others are set automatically.

           

          So what is the exact usecase? You can always create a validation like ISBLANK(BMCServiceDesk__contactType__c) && $User.BMCServiceDesk__IsStaffUser__c =true   That way it's not required on self service as example.

           

           

          Same for impact and Urgency like, ISBLANK(BMCServiceDesk__FKImpact__c) && $User.BMCServiceDesk__IsStaffUser__c =true

           

          Hope this helps.

          1 of 1 people found this helpful
          • 3. Re: Make Certain Fields Required While Raising a Ticket
            kedar zavar

            Hello,

             

            1-They want to make the source field in incident mandatory while raising Ticket for Incidents and Service Request.

             

            You can do this from RF Administration? MAnage Objects> Incidents > Fieldsets > Look for Incident source field

            Note if it comes by Self-service or email or  mobile they are auto-populated

             

            2-Impact and Urgency Field in Service Request; Also to be marked as mandatory while raising a Ticket.

             

            Best practice - as you would know service request details like phone, computer request, etc.  Kind of predefined flow, you can set impact and urgency on the Request definition template

            Rf Administration > Search templates > Look for SR template populate values for Impact and urgency.

             

            You can also make them required on Service request fieldset if you like but it would be additional step.

             

            Kedar

            • 4. Re: Make Certain Fields Required While Raising a Ticket
              Neena Ahirrao Guha

              Hi Urooj Hussain

               

              You can follow the suggestion provided by Paul or following are some steps to make it work on Ticket form. However as mentioned by Paul, the Source field is set by BMC Remedyforce.

               

              To make the above use case available for Tickets -

              • Go to Setup > Create > Objects > Incident and select “Self Service – Ticket layout” field set
              • From Quick Find, search for Impact, Urgency and Incident Source fields and drag drop them to the “In the Field Set”
              • Mouse hovering will show two icons, click on the second icon which will open the pop-up “Field Set Item Properties”
              • Select the check-box for “Required” and click Ok
              • Repeat this procedure for Urgency, Incident Source fields and click on Save

               

               

              After performing above steps when Client will open the ticket form by clicking on “Submit a Ticket” it will look like as -

              Thanks,

              Neena

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              • 5. Re: Make Certain Fields Required While Raising a Ticket
                Urooj Hussain

                Thanks everybody for speedy answers

                 

                Most Helpful Neena!

                 

                I can pass this information onto my client. The use-case is simply to make certain fields in the forms of their tickets to be mandatory on submit.

                1 of 1 people found this helpful