Home Analyst Portal

Mandatory comment when customer re-activates an incident

Tina_SamsTina_Sams Customer IT Monkey ✭


Is it possible to make it mandatory to add a comment to an incident when it is re-opened? We are getting customers that are re-opening their calls but not adding a comment as to why they have done it.

Thank you 🙂


  • Geoff_RossGeoff_Ross Cireson Consultant Super IT Monkey ✭✭✭✭✭

    Hi @Tina_Sams

    Only through a custom re-open task that forces this. I'm sure someone must have made one...


  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Hi @Tina_Sams

    I agree with Geoff here, but I have done a search on the Community here but haven't found one that has already been done. You could take a look at this custom task:

    Which was written by Geoff, and could adapt the logic here for what you want to do? Or you could reach out to our consultancy services to get this built for you



Sign In or Register to comment.