We recently added a number of ‘required’ fields to one of our ticket types to assist with ticket triage on ingress. However, any existing tickets of that ticket type are now receiving failure warnings as part of the auto-closing feature after 5 days.
Automatic Ticket Closing
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Ticket closing has failed!
One or more required custom fields are not filled in.
Please take the necessary actions to manually close this ticket.
Should we have just cloned the old ticket type into a new ticket type, disabled the old, and enabled the new to facilitate a smoother transition to required fields? Is there any way for the failure notifications to not email the ticket contacts during this transition so that we don’t receive additional tickets opened about the failure notifications themselves?