KACE Product Support Question

Can a Custom Ticket Field be required ONLY when a specific Category is selected?

01/22/2016 1331 views
We have Custom fields for users to select and want them to be required, but only when the specific category is chosen.
For example: HR gets a ticket for employee termination, we want the username and title required then.  But if the HR ticket is for information regarding PTO policy, this is not required.  Thanks for your Help!
Answer Summary:
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Answer Chosen by the Author

Why not add JavaScript to a read only custom field that checks the value of the select list and then if Employee Termination is selected you make the fields required.

if (selObj.value == 'Employee Term')
    document.getElementById("myText").required = true;
    document.getElementById("myText").required = false;
Answered 10/04/2016 by: wroncallo
White Belt

  • You can't add Javascript to a custom field on the K1000.
    • Thanks, is there a reason why you can't add it to a read-only custom field?
      • You would have to put the Javascript code as the default value of the field and the K1000 escapes the value in that you enter so the browser doesn't render it as JavaScript. Instead it will display the code as text on the page.
      • That does not happen to me on the K1000, but perhaps my version is different? 6.4.120756
      • I noticed that my model # says 1200, too, wonder if that is the difference too.
      • Interesting. How did you enter the JavaScript? When I did a quick test on my K1000 it showed the code.
      • Exactly as if you would enter it yourself on an HTML page: <script type="text/javascript"> code </script>

        Adding HTML has no escaping as well.
      • Ah, I see what I did. I made my custom field a Note and that doesn't work, but a text field does. Cool.
      • Excellent, I can definitely see why a note field would do what you said. Yes, the text field is what I use for this.

All Answers

One way to approach this as a work around is to create a rule that looks for tickets in Category A that don't have a value in Field B or have the default value. Normally for required fields I set the default value to something like: REQUIRED: Enter the information here. If the field still contains that string then I send the user an email periodically. You can set the rule to run every 15 minutes if you want to be very aggressive.

Answered 01/26/2016 by: chucksteel
Red Belt

There is no functionality that will allow either

Custom fields to appear on certain conditions or

Any fields, custom or otherwise to be marked as required, dependant on certain conditions.

So in short, this is not possible
Answered 01/22/2016 by: Hobbsy
Red Belt

  • Thanks Hobbsy. That is what I was afraid of.

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