I am trying to create a rule that would force custom field(s) to be required on save based on the category selected.  I have added the IP Address and Virus Name fields (both text - custom fields).  By default, these fields would not be required unless the Category "Software::Virus \ Spyware" was selected when the ticket is saved.

I have a similar script that was created during the implementation that requires something be entered into the Resolution field if Closed status is selected when saved.  Thanks.

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  • I think that you'd use a Ticket Rule that is executed when the ticket is saved.
    What you can do is to change the status of the ticket and/or send and email to the submitter advising to fill the details otherwise the ticket cannot proceed...something like that.
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Put simply you will not be able to achieve this in the way that you require.

Marco is correct you can create a ticket rule that looks at the category, but the best you will get is an email to the analyst to ask them to fill in the details. If you make the custom fields "required on save" then a value would always be required regardless of the category!

The requirement to have data in the Resolution field on ticket close is simply setting the field to "required on ticket close" and is standard functionality.
Answered 12/17/2015 by: Hobbsy
Red Belt

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