Andy questioned "Does the Helpdesk Solution have the capability to run a rule before you save (commit) the incident? For example, if a certain category is selected, I would like it to prompt the worker with a specific list of questions to capture all the necessary information before the incident is transferred or routed to another worker. Is it possible to have rules run while still in the edit view?"
Hi, Andy. Yes, validation rules run before the save actually occurs. When their criteria evaluate to true then the save will stop and a message will be displayed that says what must happen. This allows you to make sure the data you want in the incident is correct.