Sorry to bump such an old idea but I was looking for a way to do this and stumbled over the post.
We're trying to get our analysts to make more use of the source so we can track phone/email/out of hours/etc, in 99% of cases they're remembering but I'd like to get rid of the 1%.
We've set the default to "-" so that it's easier to spot when the source has been missed, but it would be better if we could catch it when the ticket is still open.
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David Shears
Analyst Programmer
MNI Services
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Original Message:
Sent: 03-01-2016 15:07
From: Evan Harben
Subject: Set default ticket source to blank/empty
Currently (and without any other workflow work-around), tickets require a default source to be set if the analyst does not explicitly select a source; this is set in the configuration parameters:
As a result, the most common source is skewed in favor of the default.
What we propose is that a new item be added to the list of available default sources which includes "blank/empty". That way (if "source" is set as a mandatory field for any actions within the ticket), the analyst must manually select the source.