Make Description Mandatory in Incident

Idea created by Andrew Eardley-Day on Jun 15, 2018
    New Idea
    • CH Ngoh
    • Scott Mitchell

    Currently, it is possible to create a ticket from the Portal which just contains the Subject and no actual details of what the incident is actually about.


    If you type your title, and then press enter (rather than tab to move down to description) the web page will create your ticket.


    This is because only the Subject and Requester are mandatory fields in Samanage.


    This means either the user has to then type in a comment on the ticket to provide the information, or has to create a new ticket; logging it correctly.


    Simple Solution: Make the Description box mandatory for all tickets.

    What problem will this feature solve?:
    The user experience is poor as they are having to either create a second ticket, or provide the information in a comment. From an agent perspective, it means that if a detailed conversation has taken place on the ticket, then they have to scroll down past the conversation to find the details of the incident (assuming someone hasnt edited the ticket and copied the details into the description for them)