Configuring Mandatory Fields
By configuring the mandatory fields, the manager will choose which fields will be mandatory for users to complete when contacting the attendants.
Its purpose is to get the necessary information from the requesters to help them solve their requests.
Procedure
- Access the main menu System > Settings > Pages - Field configuration;
- Select which page layout you want to edit: Problem Management or Request/Incident Management.
Configure fields of the "Problem" functionality.
When deciding to use mandatory fields, it is possible to demand certain information to be registered when creating a problem.
- After accessing the home page of the functionality, choose the option "Problem" and click on "Edit";
- Select the fields you want to make mandatory as below:
Field Name | Mandatory |
|---|---|
Catalog | Yes |
Category of Service | Yes |
Service | Yes |
Phone | Yes |
Ramal | Yes |
Physical Locality | Yes |
Observation | Yes |
Executing Group | Yes |
Resolve | Yes |
3. Click on "Save".
Configure fields of "Ticket Management" functionality
When deciding to use mandatory fields, it is possible to demand certain information to be registered when creating a request/incident.
- After accessing the home page of the functionality, choose the option "Incident/Request Management" and click on "Edit";
- Select the fields you want to make mandatory as below:
Field Name | Mandatory |
|---|---|
Phone | Yes |
Yes | |
Unit | Yes |
Physical Locality | Yes |
Source of contact | Yes |
⚠ Attention!
Parameters 65 (which identifies the source ID of the service request standard ticket) and 105 (which identifies the source ID that will be set as default when creating a new incident) set automatically a contact source when the user registers a ticket.
Therefore, if the "Contact Origin" field on the ticket screen is not required, but there is a note in the above parameters, the field will be filled automatically.
3. Click on "Save".