Configuring Mandatory Fields
By configuring the mandatory fields, the manager will choose which fields will be mandatory for users to complete when contacting the attendants. Its purpose is to get the necessary information from the requesters to solve their requests.
Procedure
- Access the main menu System > Settings > Pages - Field configuration;
- The pages with the possibility of choice of the required fields will be presented. Here are they: Problem Management and Request/Incident Management.
Configure fields of the "Problem" functionality
Deciding to use mandatory fields, it's possible to demand certain information to be registered when creating a problem.
- After accessing the home page of the functionality, choose the "Problem" option and click on "Edit";
- Select the fields you want to make mandatory:
Field | Mandatory |
|---|---|
Catalog | :ballot_box_with_check: |
Service Category | :ballot_box_with_check: |
Service | :ballot_box_with_check: |
Phone | :ballot_box_with_check: |
Extension | :ballot_box_with_check: |
Physical Location | :ballot_box_with_check: |
Observation | :ballot_box_with_check: |
Executor Group | :ballot_box_with_check: |
Solve/Workaround till | :ballot_box_with_check: |
3. Click on "Save".
Configure fields of "Ticket Management" functionality
Deciding to use mandatory fields, it is possible to demand certain information to be registered when creating a request/incident.
- After accessing the home page of the functionality, choose the "Incident/Request Management" option and click on "Edit";
- Select the fields you want to make mandatory:
Field | Mandatory |
|---|---|
Phone | :ballot_box_with_check: |
:ballot_box_with_check: | |
Unit | :ballot_box_with_check: |
Physical Location | :ballot_box_with_check: |
Contact's Origin | :ballot_box_with_check: |
🖊 Note: The parameters 65 (that identifies the default call origin ID of the service request) and 105 (identifies the source ID that will default when creating a new incident) set up automatically a contact source when the user registers a ticket.
Therefore, if the "Contact Origin" field, on the ticket screen, is not mandatory, but, there is an indication in the previous parameters, the field will be completed automatically.
3. Click on "Save"