Ticket properties is a side panel in your tickets that comprises many pre-defined fields, like ticket status, assignee, priority, etc. These fields capture and categorize the general working of the tickets.
- Check if you have filled in the mandatory ticket fields.
- Check the “Business rules for forms” section for mandated fields.
If you encounter issues while updating ticket properties, there could be a few reasons tethered. Perform the following checks to solve the problem.
Check if you have filled in the mandatory ticket fields.
The action may sometimes fail when you try to update the ticket properties. The reason is that you still need to fill in the mandatory fields marked with a red asterisk. Ensure to fill these fields before you update the ticket properties.
Check the “Business rules for forms” section for mandated fields.
If you want to check and manage the mandatory fields, you can access them under the “Business rules for forms” section. For example, if you have mandated the field “tags” and wish to make it non-mandatory, you can modify the rule under business rules for forms accordingly.
To update the business rules for forms.
Go to Admin from the Menu.
Under Service Management, select Business Rules for Forms.
Click on the business rule to mandate ticket fields.
Navigate to Actions and check for Mandate action.
Add or remove the mandated fields as needed.
Click Save.
You can now update the ticket properties without hassle.
If the issue persists, please reach out to support@freshservice.com with a HAR(HTTP Archive Format) file from your web browser to better understand the problem.
