Problem: We want to gather extradata about helpdesk issues, but not all information is known until the issue has been worked on. Our users have to remember to add this extra information before closing the issue and they constantly forget. We'd like to be able to require fields to be filled in before the issue can be closed.
Our workaround is here: (14 second video) https://www.youtube.com/watch?v=7-LVeVv-ml8&feature=youtu.be&vq=hd720
This still requires that our users remember to fill in the extra information, but at least we can make a report fairly easily to remind people when they forget.
One possible solution (Maybe there's more?)
- Custom forms could have the ability to have certain fields only be required before an issue can have their Status = Closed.
