Requiring End Users to Include Comments When Submitting Incidents
When using My Helpdesk Console (winuser), sometimes end users try to type their entire issue in the Title field, rather than the Comments field.
I created a Validation Rule which requires the end user to include a Comment when submitting an incident using My Helpdesk Console (winuser).
In addition to this, we renamed the label on winuser from Title to Summary. We had many end users putting their job title in that field, not knowing any better.
Here is the validation rule:
Name: Blank comments not allowed for guests
Comment: Requires guests to enter a non-blank comment.
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Log to Notification Server: If no user interface present
When: Every time incident is saved
And: When ALL of these are TRUE
"Comment" is the same as ""
"Modified by worker" is equal to "Guest"