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Required Field - Business Rule

PostPosted: Fri Jul 18, 2008 3:29 pm
by sdmhoward
I wan to create a business rule that forces our techs to make sure the Organization (and a few other fields) are not blank.

Example Organization:

I created a rule to apply Before object is saved, checks if organization is blank, displays an error indicating enter the organization, and the field is enabled.

When testing by creating a ticket from the navigator itself, it forced me to enter one. If you enter an incident from the selfservicedesk portal it also requires it. We do not want it required from the selfservicedesk portal because our users do not know what groups we organize them in.

We are also going to make sure some fields (such as assignee and assignee group are required fields when a tech first opens the ticket and saves it.

We do not want the ticket to save unless all fields are filled in, either via techservicedesk or alloy itself, but do not want those required fields to be required by the selfservicedesk.

Any help appreciated.

Re: Required Field - Business Rule

PostPosted: Mon Jul 21, 2008 5:09 pm
by janstonselig
sdmhoward wrote:We do not want the ticket to save unless all fields are filled in, either via techservicedesk or alloy itself, but do not want those required fields to be required by the selfservicedesk.


There's a few ways to do this.

If you use business logic you can add a condition that will check the initiator. Add a condition and then browse for field, but switch to the system macros tab. If you expand <initiator>, choose type. Now set Does not equal as the operator and you'll see if you drop down value you can choose the web portals.

This way you can say that the person saving the ticket isn't intiating the save through the web portal. Kinda kewl :)

There's also a sneaky way I used before I knew that last one by just simply testing to see if the person was a technician or not. Requester.Technician equals False

Oh and you can use service templates. Set the medium to web for the web portal and then have business logic check to see if medium equals web

PostPosted: Fri Aug 08, 2008 3:23 pm
by cindy.collins
I use this feature on several of my rules: I make the field mandatory on closure instead of on creation. You can create the ticket from the Self Service Portal and when it's ready to be closed, you have to fill in those fields.

This has worked well for me, but I"m definitely going to investigate the other suggestions below!