The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Mandatory Fields Administration Overview

Types of Mandatory Fields

There are several different ways to designate fields as being mandatory on an Emplifi Agent case. Mandatory fields appear in a different color to indicate to the user that the field is mandatory.

Save Mandatory: This is used for fields which are required before a case can be saved.
Close Mandatory: This is used for fields which are required before the status of a case can be set to "closed." An agent can save a case and come back to it without filling in this value if the case status remains open.
Highlight Important: This allows you to designate certain fields that will also appear in a different color to indicate to the agent that they are more important. However, the fields remain optional.

Making Fields Mandatory

There are two basic methods for designating fields as being one of the above mandatory types on a case.

Always Mandatory: Simply set the appropriate option on the category definition for the desired field. The field will then always be the type of mandatory that is indicated.
Data-Dependent Mandatory: This allows certain fields to become mandatory only when another field or fields are set to specific values. Until those values are set, this field will remain optional. This is sometimes also called "suggested mandatory" because it is implemented via a suggestion rule. For more information, refer to Data-Dependent Mandatory.