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.
Display this message: Please enter a comment
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"
<end>Status: Active
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Comments 4 Comments • Jump to latest comment
There is a slight issue with that unfortunately. If they just hit the space bar it will obey just as if they had not entered a comment and the validation rule will not work properly.
We tried this in the past and ended up adding a condition for the space, but they got around it with two spaces.
Also you won't be able to link KB articles to incidents from the KB article interface, because it doesn't post a comment to the incident.
- Matt
We don't use the KB, but it is good to know about that "gotcha" if we ever decide to use it. I'll have to adjust this rule in that case.
I guess end users can type 1, 2, or 10 spaces if they really want to try to avoid typing something. You can't account for every option. Luckily for us, our end users have no problem telling us where the problems are. :)
Exactly. It's still a good way to keep people from accidentally submitting an empty incident and then doing a second one.
- Matt
Could you please tell me how you changed the label on the Winuser interface from Title to Summary? We are having the same problem with users putting in their job titles.
Thanks
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