how to force selection of category when first entering a ticket
When you set up a Q you need to provide a default category. The problem with this is that a high percentage of people dont bother to use an appropriate category because they just leave the default value. Is there anyway to force them to select a meaningful category before they save the ticket the first time.
There is no way to force this, the very fact that the queue has a default value means that there is a value there, so making the field mandatory has no effect.
In the past when dealing with customers complaining about techs not completing the category field correctly, I always advise that you maybe need to manage your people better, so they understand the importance of categorisation, not that it helps ;o)
Agreed that was my point to the Q manager up front but they let things slide so they are now having to go back and correct the Category on over 200+ records (some of which are archived) so they can report on things correctly. The tickets are for property maintenance so the users are non tech.
I will remind the Q manager that they should check these every day and correct them. That way there is no huge backlog to fix.