Edit Request dialog blocked by Resolution field

[Jim]

I was editing the flowchart of our Servicedesk and those part went well.

But in the process the Resolution-field turned up in the Create Request and Edit Request dialogs, I don't know how. As it is mandatory when it is supposed to show up (in the Resolution Screen) and can't be left empty it forces our agents to pick a solution before there is one.

I have a Workaround and have added the choice of a solution "Not solved".

But I would rather have the field removed from the Create and Edit Request screens and I can't find the place to change this.

Thank you!

Jim Persson-Melin
AEC AB CAD/BIM Solution Support

Sweden

[Jack Brickey · Accepted solution]

@Jim, likely you have Resolution set to mandatory/required. This means it is required at issue inception. You generally do not want this and certainly do not for Resolution. What you need to do is to inspect the associated field configuration scheme and see if the field is marked as required and if so remove. Then you need to, if desired, add a screen to your transition to Done status (or equivalent) that has the Resolution field so that the user can enter the appropriate resolution code. You can also set Validation to enforce entering a value for the field. Finally, if desired you can use a post function that automatically sets the resolution to done or other value rather than asking for the user to do so but I rarely use this method.

Summary - don't make required field make it required on the workflow transition.