Is there a way to Require request participant field to be populated before customer comment added

[RJ Foltz]

Hi, Is it possible to require the request participant field to be populated before a customer comment can be added?  

[Fabian Lim]

Hi @RJ Foltz

The only workaround would be to have an email/text field/user field and have them populate it and make it mandatory.  Then you can use automation to populate the participant information.  The details of the automation would depend on what kind of field you are using.

Regards,

Fabian

[RJ Foltz]

Thanks for the feedback.  We have occasional instance where a team member will post a customer comment before the external clients are added within the request participant field.  In this instance, the client contact doesn't receive a notification because the customer comment was added before the external client contacts were added within the request participant field.  For security reasons we have notifications turned off when an external client contact is added in the request participant field.  Please let me know if you have any additional ideas around this.  Thanks.  

[Fabian Lim]

Ok I understand. 

You can use a third party plugin like Actions for Service Desk or Feature bundle. Essentially you will have to ask the user to transition the ticket and then you can have a pop up where they can add the comments and make the participants field mandatory.  this would be one of the work arounds I can think of.