Define fields as Mandatory when made visible by a configuration rule
Mandatory status is a global setting on a field, not a per rule configuration.
This can be defined to work in one of two different ways:
- Mandatory - The field must have a value in order to submit the ticket.
- Mandatory on Solve - The field must have a value in order to submit the ticket with a status of Solved.
Zendesk allows you to define custom fields to be Required which is a similar concept.
Conditionality only applies mandatory checks to visible fields when the ticket is submitted.
- If you have a Version field which is controlled and will appear when the Product Type field is set to Software, you can set Version to be Mandatory.
- This will only need to be given a value if it is visible (i.e. when Product Type is set to Software).
- If the field is not visible, then you do not have to supply a value for it.
You can specify any field type except a checkbox to be Mandatory. Checkbox fields always have a value (on or off).
NOTE: Mandatory field definitions are not specific to a Conditionality rule. They are global and hence can be edited from any selected rule.
To define a field as Mandatory:
- Locate the field in the list of Controlled Fields.
- Click the asterisk icon to the right side of the field placeholder. This will pop up a menu.
3. Select the required option as follows:
- Not Mandatory - This field is optional.
- Mandatory - When the ticket is submitted, this field must be given a value if it is visible.
- Mandatory on Solve - When the ticket is submitted as Solved, this field must be given a value if it is visible.