Forum GLPI-Project

deliciousbob

Member

Registered: 2023-08-23

Posts: 2

Can the Ticket-Type be configured to be not pre-selected?

Hi everyone!

I want to make the Ticket-Type a mandatory field that users have to select themselves, if the ticket is an incident or a request.
My current issue is that if we create a ticket, the type is preselected with "incident", so the mandatory feature does not count anymore as it is selected already.
I know my lazy users, if a manual selection is not forced, then all my tickets will be incidents in the future.

It would be perfect, if the pre-selection would look like it is with categories -> "---" and then the user has to choose if it is an incident or an request.
I did some research, and it looks like I can define the default selection for Ticket-Types, but that does not help.

Is there a way to solve this ?

Thank you!
Best regards, Robert

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Can the Ticket-Type be configured to be not pre-selected?

There is no way to do that in GLPI itself right now. One workaround is to limit ticket categories to a specific ticket type so they know if the have the right type selected, but that requires your users to want to ensure the category is right.
The Form Creator plugin would allow you to set up a service catalog where your users select a specific request form or incident report (forms with custom questions) and then have the resulting ticket type set to whichever one makes sense.

You may make the suggestion to add the empty value to the dropdown to allow making the selection mandatory on the suggestions site:
https://suggest.glpi-project.org

---

GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

deliciousbob

Member

Registered: 2023-08-23

Posts: 2

Re: Can the Ticket-Type be configured to be not pre-selected?

Thank you Conard for your Help!
I am going to create a suggestion for that feature, because that would help a lot.
I'll also take a look into the Form Creator plugin, thx for that hint!
Best regards, Robert