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  • 1.  Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 10-09-2017 16:11

    We need an option to enable CCTI as mandatory fields for analyst while creating a ticket. Currently we have requester name and description as mandatory fields.

     If the analyst does not provide the CCTI details, we should get the pop up message to confirm if the ticket can be saved without the information. This will help the analyst community in providing an additional check for categorizing the ticket.



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    Shekar Iyer
    SR Platform Administrator
    CA Technologies India Pvt Ltd
    Hyderabad
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  • 2.  RE: Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 10-10-2017 08:56
    Agree with allowing CCTI to be selected upon creation. The bigger issue I believe, is to allow administrators to easily enable or disable out of box fields as required upon ticket creation. This should be easily controlled - maybe in config params. The required fields should be visibly different (red asterisk or bolder) in order to communicate that it is required. Waiting for a pop-up to occur after you missed the field is one step too far and will slow down the creation process. I agree that out of box and even custom fields should be able to be set as retired, be clearly visible, and must be populated before clicking the initial save button. Hope that helps.
    Original Message


  • 3.  RE: Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 10-11-2017 10:12
    This would help a lot with our workflows. Tickets without CCTI go to a group awaiting approval. Most of them are analysts fault.

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    Leonardo Blay
    Senior Analyst
    Infoglobo
    Rio de Janeiro
    +55 21 25349747
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    Original Message


  • 4.  RE: Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 10-18-2017 16:00
    Great idea!

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    Ana Novello / Analyst
    Infoglobo
    Rio de Janeiro
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    Original Message


  • 5.  RE: Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 10-19-2017 06:07
    As a <g class="gr_ gr_9 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del" id="9" data-gr-id="9">work-around</g>, you could possibly introduce a 'Workflow Action' that would enforce the filling of the CCTI, but in the long term, yes, this would be great to have as a configurable option in the appropriate ticket template.

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    Steven Cotterell
    Operations Consultant
    Anana Ltd
    BRISTOL
    +44(0)7964 900153
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    Original Message


  • 6.  RE: Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 06-14-2019 18:57
    Agreed! Great Idea

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    Ricardo Andrade
    IT Coordinator
    Stefanini
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    Original Message


  • 7.  RE: Option to define the CCTI as mandatory field for analyst while creating ticket

    Posted 07-10-2019 14:54
    Hello people,

    Actually this option would be valid in my organization.

    Regards,

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    Jefferson Pereira Macena
    IT Analyst
    Fujitsu
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    Original Message