Event Context-Sensitive (Resolve / Closing or other) Mandatory Fields in JitBit Helpdesk

We propose an enhancement to the JitBit Helpdesk system that introduces context-sensitive mandatory fields based on the ticket lifecycle stage.

Details:
Currently, all users in JitBit Helpdesk are assigned the Technician role. As a result, enforcing mandatory fields for this role during the initial ticket creation phase is ineffective, since the role assignment does not vary and provides no additional value at that point.

To improve data quality and workflow efficiency, we recommend implementing mandatory fields that become active only at the final stage of a ticket’s lifecycle. This would allow for the structured collection of resolution-related information, such as the reason for ticket closure, ensuring better reporting and accountability.

Benefits:

• Avoids unnecessary input requirements during ticket creation.
• Enables meaningful data capture at the appropriate lifecycle stage.
• Supports improved analytics and resolution tracking.