We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes.
Does SysAid have functionality on incident forms to display prompts based on status?
Question
Admin Prompt prior to closing ticket
+1Hi there,
SysAid does not have a direct feature to display a custom prompt specifically when an admin closes a ticket. However, you can achieve a similar outcome by making certain fields mandatory for the 'Closed' status. Here's how you can set it up:
-
Edit Templates: Go to 'Settings' > 'Service Desk Templates' > 'Sub types'.
-
Edit Sub Type Form: Open the sub type form used on the template where you want to enforce the closing audit and notes, and select 'Edit Sub Type View'.
-
Design Form: Click on 'Design Form' located on the upper right corner of the form.
-
Set Mandatory Fields: From the Visible Fields list, choose the fields you wish to be mandatory (e.g., 'Closing Audit', 'Final Notes'), then check the 'Required for statuses' box, and use the Browse icon to designate the 'Closed' status.
-
Save Changes: Make sure you save your changes in the status list.
Thank you. All works except on step 4 - it does not allow me to choose statuses. It is filled with All Statuses and does not let me modify that.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
