Clear or Force Updating the Required Type Field

We've implemented new Type categorization. We have a generic Type that we use as a placeholder for email intake. We would like our staff to always update the Type on the ticket after submission. Is there a way to force our staff to update this field? The first thought was to setup workflow/web service method to "clear" the field, that way our staff would have to select a new Type. However, that doesn't seem to work as the API response is: 


"ID": -1,

"Message": "Ticket type is required."



Any other thoughts or ideas on how we can accomplish this? 

Tags API workflow type
Asked by Julien Rossow-Greenberg on Thu 1/25/24 10:29 AM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 1/25/24 11:26 AM

Hello Julien,

Unfortunately there isn't really a great way to enforce changing it other than kind of on the honor system. I suppose you could have an initial task on your workflow for the ticket's responsible role to require that they at least "mark" the task completed that they changed the task is one way to do this. However, since a Type is required for ticket creation, you can't ever have a ticket sitting there without a Type value.

Mark Sayers
Sr Support Consultant, CS

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