Mandatory Fields is supplied as both an App and a Widget complimenting the Conditional Fields (App, Widget) by providing the ability to set the optionality of a custom field as required or mandatory, but only if the conditions have been met to make the custom field visible on the ticket form.
Avoid Making Custom Fields Mandatory using the Standard Zendesk Functionality
When creating a custom ticket field it is possible to specify if the field should be mandatory by checking the "Required" box (1).
Setting this parameter will cause an error message if an attempt is made to submit the form without a valid value in the custom field, preventing submission of the form, but only at the point at which an agent has solved the Ticket.
Similarly, it is possible to specify if a field is mandatory when the ticket is created (2), preventing the submission of the form until a valid entry is made in the field.
However, it is strongly advised that these boxes are never checked for those fields that will be the subject of conditional display (see the Conditional Fields (App, Widget)), but instead make use of the Mandatory Fields (App, Widget) to determine if a field is required when visible on the form.
Otherwise the mandatory field might not be present on the ticket form preventing an possibility of the End-User or Agent entering a value and thus unable to submit the form.
Making Custom Fields Mandatory using the Mandatory Fields Widget
*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.
Once deployed and installed the Mandatory Fields App (3) can be configured (4) and utilized from within the CloudSET Apps Library.
*Note: the configurator can also be invoked from within the CloudSET Widgets Library (5), since the configuration settings will apply to the use of the corresponding Widget in Web Portal.
Select the Custom Fields to make Mandatory
For each custom field (1) present and visible on a ticket form it is possible to set optionality as mandatory when creating a ticket (2) or when the ticket is solved (3) by selecting the corresponding checkbox (4).
*Note: if the WHEN SOLVED (3) box is checked then this effectively overrides the MANDATORY setting and the field will only be mandatory on the ticket form when solving the ticket and if visible on the form.
Remember to click the Save button (5) to apply the settings otherwise they will be lost when navigating away from the configurator.
The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.
If no errors are reported, simply close the dialog (6), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (6).
Confirm Application of the Mandatory Rules in the Agent Interface
In the above example the Buyer/Seller has been set to Buying Tickets (1) meeting the conditions required to make the Country custom field visible (2).
Since a value has not been set in the Country custom field (3), when an attempt is made to Submit the form (4) a suitable error message is displayed (5) preventing submission.
However, when the value of Buyer/Seller is set to Pro Seller (6) the conditions required to make the Country custom field visible have not been met (7), in which case the mandatory rule is ignored and the ticket form can be submitted successfully.
Confirm Application of the Mandatory Rules in the Web Portal
Similarly when creating a ticket via the Web Portal, the Mandatory Field configurations are also applied.
*Note: in order for Mandatory Fields to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.