Setting up mandatory fields for the Self-Service User

Description:

An Administrator can make it mandatory for the Self-Service User to fill in the Configuration Item field or the Urgency field on submitting a new ticket. This can be controlled by a Configuration Parameter

Introduction

An Administrator can make it mandatory for the Self-Service User to fill in the specific fields like Configuration Item field or the Urgency field while submitting a new ticket. 

Instructions

There is a Configuration Parameter SSU_MANDATORY_REQUEST_FIELDS_LIST which can be used to control which fields should be validated as "Required" fields on submitting a new ticket.

1. Administrator can select the required fields by going to MANAGE > Tools > Configuration Parameters
2. Look for the Configuration Parameter SSU_MANDATORY_REQUEST_FIELDS_LIST
3. Select from the below fields that you'd like to mark as mandatory and click on Apply Changes button

• Name
• Phone No.
• Email Address
• Details
• Urgency
• Priority
• Attachments
• Configuration Item

The 'Type' field is a legacy field and is no longer in use in Cloud Service Management.

Important Note: This setting can be overridden from Role Based Views. For example under Role Based View 'SSU View For Service Request', if you have Hidden the Urgency field for the Self Service Interface, then marking the Urgency field as Mandatory in this Configuration Parameter will be of no use.
  
Keywords: Self Service; configuration parameter; urgency; mandatory; required fields