v1.15.3.1

The system requires an Issue Summary and Issue Details. We want to use a template in the Issue Details field, because we always initiate a new ticket with the same call script. "Thanks for your call.... you inquired about..."

Alternatively, it would be acceptable to make the Issue Details field required ONLY when the Response Details field is blank (Agent must provide either Issue Details or a Response Details but isn't required to provide both).

Use Case:

  1. The Agent takes a live phone call.
  2. The Agent creates a new ticket.
  3. The Agent makes appropriate selections/entries in the Users and Collaborators section.
  4. The Agent makes appropriate selections/entries in the Ticket Information and Options section
  5. The Agent wants to enter an Issue Summary, but NOT THE ISSUE DETAILS.
  6. The Agent adds an appropriate canned reply

Result:
Error - Issue Details is a required field.

Tech Questions:
Can we configure the system to use a template (similar to a Canned Response) in the Issue Details field?

Can we configure the system such that Issue Details is only required if the Response Details field is empty?

    TPE

    Then just configure the Help Topic to Disable the Issue Details field. Admin Panel > Manage > Help Topics > click one > Forms > uncheck Issue Details.

    Cheers.

      @TPE

      Or you can make it optional globally by going to Admin Panel > Manage > Forms > Ticket Details > click Config next to Issue Details > Settings tab > uncheck Required for Agents.

      Cheers.

      Doesn't appear that I can do this... am I missing something?

      KevinTheJedi

      The first suggestion to disable Issue Details for everyone wasn't the best option for us.

      We prefer using the second suggestion to disable the field for Agents only.

      The screenshot illustrates what we see when we attempt to change the setting: that the ability to toggle this setting is disabled.

      ?

        @TPE

        The only way currently is to disable per help topic. I was confused on the first comment about making it non-required. We used to allow that but it has since changed.

        Cheers.

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