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The setting to change a normal filed to a mandatory field is in "Home / Assistance / Tickets / Ticket Templates" and , when you CREATE a new ticket in GLPI, it works... here, all is ok.
If the ticket comes from the collector he is not required (it's normal, you don't know the category yet), here again all is ok. But when you complete this ticket, you shouldn't be able to register it without complete this field because he is MANDATORY but you can... so for me it's a bug or a setting to adjust but I can't find where to do it.
Yes I'm talking about tickets and their status, and for me, we should really be able to distinguish the 2 types of waiting directly at the status level.
Сервис поддержки клиентов работает на платформе UserEcho
Hi,
For me we don't have to use a custom field, as we have 2 processing status (assigned and planned) we should have 2 pending status to really distinguish a feedback from a user and a feedback from a provider.
Just a example : a user has opened a ticket to tell you that his screen is broken and you have no spare but you are waiting for delivery from a supplier following a purchase : you don't wait for a return from the user but a return from the supplier, and therefore you should be able to distinguish directly this difference directly on the status of the ticket.
Imagine that we automatically close tickets that have been unanswered for 2 weeks. The example ticket will also be closed when it should not be: it is not the user who did not answer but the support who did not make the reminder at the level of the supplier of the screens.