WARNING: Always review "Precautions when creating ticket rules" before writing any rules. NOTE: You may need to also read "Importing a Custom Ticket Rule"
The K1000 Service Desk / Help Desk allows you to configure many of the ticket fields including the ability to set them as required fields. A required field is one that must be filled out in order for a save to occur -- e.g. create a ticket or make some changes.
The problem is that some fields have a default value and there is no way to remove the default. This means that even if you make that field required the requirement is meaningless since it will always have at least that default value. An example of this is the category field. Out of the box, it has a default value of "Other". What if you didn't want "Other" to be an option and you wanted to force the ticket owner to provide a different option? You can do this with ticket rules.
The behaviour of a standard "required" field is that it will prevent a save if you have not set the requirement. This rule cannot prevent a save since a rule can only run after save. What this rule does is examine the changes that have been made and if category is not set then it will revert the other changes made to the ticket and send an email nag to the owner that the requirement has not been met.
This rule is written specifically for category. To modify it simply change the conditions of the SELECT_QUERY. If you are not familiar with SQL then you can contact our professional services team or use the appdeploy forums.
Download this rule here: https://support.kace.com/packages/kb_attachments/94/enforce.category.required.zip
To import this rule into your K1000 appliance please see the documentation on importing resources. By default it will be placed into your default queue. See documentation on moving rules between queues.