Make next state mandatory in all cases

[rvaldomir]

Hi,

I need to make next ticket state as mandatory field on all forms for agent.

How to achieve this?

[cryptoroot]

Did you try modifying the code .dtl file and adding "class="Mandatory" to that field? If you check, all mandatory fields in AgentTicketEmail.dtl for example, has that property.

[crythias]

Really? Every aspect has to change the state? It's open? but now I need a state for this reply. Now I need a state for replying again?

[rvaldomir]

Really? Every aspect has to change the state? It's open? but now I need a state for this reply. Now I need a state for replying again?

Yes, because our SLA will be counted in open state type, and we have 2 states, and in new state type we have one state for it.

1) pending for review (used to reflect the new tickets, ticket is not yet assigned to technician, SLA is counting *first response will be stopped here by a ticket dispatcher role, *resolution keeps counting)
2) A technician will be assigned as owner, needs to reply the ticket as an ACK of received on his hands. on this reply will set Analyzing as state. because will reflect that an analysis will be done to see if we need more information from the customer or will start working on the ticket.

if we need more information the next reply asking for additional info, the technician need to set "Assignee requires more information" as state which is a pending reminder state type).

so, my idea is to force the agent to set something in the next state because we can affect our SLA if we forgot to set a correct state.

Actual state will also be available in the next state during the reply, because maybe the reply it is just an update, but can be done with an external note without affecting the state.

Ticket State Machine.jpg