Mandatory Fields

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.

Mandatory_Fields.png

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. 

Example

  • 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.

Mandatory Fields

To define a field as Mandatory:

  1. Locate the field in the list of Controlled Fields
  2. 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.

 

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