Mandatory fields or template for escalade

[alanlehoux]

Hello!

This isn't a bug. It's a suggestion.

We need the "Comment" field to be optional, so that tickets can be escalated without a reason.

I understand that logically, a justification should be added when escalating/receiving a ticket, but some workflows simply require escalation without a comment.

As an alternative, could you add escalation templates? This would allow us to predefine fields related to escalation.

Thanks in advance!

Regards.