CA Service Management

Hi,

I want to make a change where incident/request should not be closed without assignee. while closing ticket, it should ask for assignee if it is not filled and not at the time of ticket creation. My goal is none of the tickets should be closed /Resolved without assignee, please help to achieve this.

Hi... This is done using the status transitions.  Take a look under Administration, Service Desk, Requests/Incidents/Problems, then Status.  

Edit the Closed and Resolved statuses as shown below.

Using Requests as an example:

Click on the Request Status tab, then the Request Dependent Attribute Control sub-tab.  

Then click on Create New, pull in the Assignee attribute and click the box to make it 'Required', click Save.

The below screen print shows that I have both the 'Assignee' and 'Resolution Code' as required for the Closed status.

Do the same steps for the 'Closed' status on Incidents and Problems if desired.  Then go back and do all of these same steps for the 'Resolved' status.

Hope that helps!

Tammy