Is there a way to require ticket owners to add a comment any time they change the status of a ticket?

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There is an option to require a comment for the closure of the ticket but I do not think there is an option for every status change.

Answered 01/15/2013 by: mpace
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For what it's worth, a comment *is* automatically added when an owner changes the status of a ticket (at least it is on my K1000) and the owner's name and a timestamp are included.

John

Answered 01/16/2013 by: jverbosk
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For what it's worth, a comment *is* automatically added when an owner changes the status of a ticket (at least it is on my K1000) and the owner's name and a timestamp are included.

John

Answered 01/16/2013 by: jverbosk
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  • Yeah, I know that the change itself is recorded, but what our department wants is people to document their process and give more information. In other words, they could change the status just to keep the ticket from being escalated or get it out of an open state without documenting their reasons for changing the status.
  • OK, what you want would (probably) require a feature request (via KACE User Voice forum) or would be possible using "front end ticket rules" like GillySpy's Chrome plugin demos (i.e. the "required field" script):

    http://www.itninja.com/blog/view/updating-an-asset-field-with-a-smart-label-on-every-inventory

    This is something KACE Professional Services could setup on your K1000 so it would be pervasive for everyone.

    John
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