you can use an overlay for the operational category fields in HPD:Help Desk (Tier1, Tier2, Tier3) and set the entry mode to "Required".
Anyway it´s probably not the best solution, because every Template etc. is affected by that change. Maybe you are better off by using Filter Workflow for certain scenarios.
you should never make these field required at the form level as it will affect integrations, sub engines (CAI, etc.) and other workflow processing.
You should be able to make all 3 fields mandatory using the SmartIT configuration, if not then I would think this is a defect.
The other workaround as mentioned by Cristian would be to enforce in Filter workflow under certain conditions.
Making all 3 mandatory however means that you have to have 3 levels of values always, where I have seen many Companies only use 1-2 levels also.
Thanks for your response.
1. Making the field mandatory at form level will not make it highlighted as required in create view, also as carl said the integrations may be impacted
2. Doing it with a custom filter we can fulfill the requirement to an extent but then leads to a bad user experience as only when an error is displayed the user knows about the required field
3. I tried to remove the operational category widget and add all 3 ops tier separately and made them reuired through screen configuration but then by doing so the field dotn appear as drop down but you have to type few characters to see list.
Not sure why making a widget mandatory only the first field is affected and you cant do anything on other fields in a widget
haven't tried, but can you make the second and third Tiers mandatory (conditional) when the previous Tier is not NULL.
I know the OOB supplied widgets do have some additional functionality, you could also try "Grouping" the Tiers if not using the Widget.
In a widget we cant put any condition on any field except the first one.
I tried to remove widget as add the fields in a group individually but then the drop down icon goes missing in the list and we have to type in first few characters to see the list.
which to me appears a bit weird