Often TeamSupport users find it necessary to enforce mandatory fields which must have a value. We make this quite simple by having a checkbox for “A Value is Required” or “A Value is Required prior to closing a ticket” in the custom fields setup.

It is important to note that this only applies to custom field types that are Text, Date and Pick List.

From Admin->Custom Fields tab, create a new or edit a custom field by clicking on the pencil icon next to the custom field you would like to edit.

  • A Value is Required – a user will not be able to make a change to a ticket without first filling out the custom field(s).
  • A Value is Required prior to closing a ticket – a user will not be able to select a “closed status” for a ticket without first filling out the custom field(s).

In each of the above cases, if a user needs to be reminded of the mandatory custom field, the fields will be displayed with a red box as seen below:

Special Note for Pick Lists

It is highly suggested that the first value you add to any pick list is something that will trigger the user to do something. Call it “Select”, “Choose”, etc. Next, select the field “The first value is not a valid selection for a required field.”

Special Note “Visible on Portal”

If you select “Visible on Portal” as well as “A value is required”, this will require your customer to populate this custom field from your Customer Hub.

Need more help with this?
Customer Support

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