Mandatory Associations Through Ticket Lifecycle

Service Hub Tickets & Conversations
1

Throughout the ticket lifecycle, I want to enforce people to complete (link) certain associated sections e.g. Services, Companies and custom objects with associations if data is missing.

Yes, we can enforce when creating a ticket via a form. Can only make certain ticket properties mandatory throughout the Ticket Statuses for that pipeline.

Has anyone been able to to this ?

We have Sales Enterprise and Service Professional licenses - do we need extra module ?

2

Hey, @MPortman :waving_hand: Thanks for your question. You are not missing an option. With Sales Enterprise and Service Professional, you have access to the maximum available automation and field enforcement tools, but there isn’t an additional option for your request.

One workaround option is to leverage custom properties:

  • Custom property: Company associated? (Yes/No)
  • Custom property: Service linked? (Yes/No)
  • Make these required when tickets enter important stages
  • Build a report for tickets in key stages where “Company associated?” = No.
  • If you have access to Workflows, you could look at checking if the association property is “No” and remind the user to make the association

This does require honesty with your users, but gives you a way to filter and report on tickets where the association “should” be present (“Yes” vs “No”) and follow up if someone skips it.

Some additional documentation:

Have fun testing! — Jaycee

3

Hi Jaycee, I’ve already exhausted those 5 bullets & sending daily reports to team members to highlight non-comformance. I’ll have one last ditch effort unless others have ideas.

Thanks, Matt.

4

Hey, @MPortman thanks for being honest. I’d like to invite some of our community experts to the conversation – hey @Lucila-Andimol @TomM2 @EmmaAtKiwi do you have any other ideas on how @MPortman might tackle thier enforcement challenge?

Thank you very much for taking a look! – Jaycee