Is there a way to require particular custom fields to be populated depending on the ticket status?
E.g., if a status is changed to RESOLVED, require that several fields related to the root cause (e.g., “escalation reason” or “development effort”) be populated.
Even better would be the ability to not show these fields until a ticket becomes “RESOLVED.”
Another example would be having an “Initial Solution” field that is only required if a ticket is in an “INITIALLY ADDRESSED” status (indicating a partial solution for a client which has allowed for a reduction in urgency ahead of the final resolution). Or, we need to require a “reason” to be logged when a ticket is noted as status PENDING.
This is a fairly important workflow for us, but I can’t seem to find a way to accommodate it in helpspot.