We're happy to announce the release of RT::Extension::MandatoryOnTransition, an extension that allows you to make fields required in RT before a ticket can move to a different status.
This is an often-requested feature, typically in the form of "we want to require a subject on create," "we want to require users to enter time before they can resolve a ticket" or "we want to require users to enter a value for this custom field before they resolve." There have been various solutions for this feature, most focused on specific cases.
As we considered this feature, we also thought about the flexibility of lifecycles, and wanted to create something that would apply to any transition our users might come up with, not just the stock statuses. The result is RT::Extension::MandatoryOnTransition which, as the title suggests, allows you to make fields mandatory for any transition.
Once installed, you can set mandatory fields and transitions with some configuration:
Set( %MandatoryOnTransition,
'QueueName' => {
'from -> to' => [ 'BasicField', 'CF.MyField', ],
},
);
You can limit to one queue or apply the rule globally with a '*'. The inner hash defines the transition on which you want to apply the rule. The entries should map to entries in the lifecycle for that queue. If you haven't configured a custom lifecycle, you can find the default RT lifecycle configuration in your etc/RT_Config.pm file.
If you put a condition on resolve, the fields you define, including custom fields, are displayed on the Resolve page to allow users to easily enter a value. However, the extension currently doesn't apply the restrictions on the "Quick" actions like "Quick Resolve." If you want to enforce the required fields, you'll need to disable quick actions on those transitions in your lifecycle config (see the lifecycles documentation for details). We may add support for quick actions in the future.
We hope you find this extension useful. Bug reports or comments are welcome at bug-RT-Extension-MandatoryOnTransition@rt.cpan.org, pull requests via github.