Error "One of the Required Fields Is Empty" When a User Submits a Ticket From the Support Center

Overview

You may wonder why users see the error 'One of the required fields is empty' when they try to submit a ticket from the support center even if all mandatory fields have been filled out. This article provides information on how to fix this issue.

 

Information

The error is a generic error that may appear while using Kayako Classic if a field on a form that requires a value was left empty or blank.

Another common reason why this error may appear is if when the custom field you have configured has a "regular expression pattern" entered into the "Pattern match" field. 

So even if the custom field was set at "not required", if there's a value entered in the "Pattern match" field (as shown on the above image), the form will always look for a value. Else, the user will be prompted with the aforesaid error. This may sound counter-intuitive but this is how the "Pattern match" field is being handled by the software at the moment. This has been raised to the product team as a potential enhancement for future releases.

A regular expression is a pattern describing a certain amount of text, such as a particular character, words, or patterns of characters. The term ‘Regular Expressions’ is used as regex or regexp in common use. The regex is used to validate the field input for a custom field. For full details regarding these functions, we may refer to the link here. 

 

Prerequisite

• Admin access with "update custom fields" permission.

 

Solution

To resolve this issue, you have two options. You can either declare the custom field where a "Pattern match" is present as "required" or remove the regular expression from the Pattern match field.

To do this, follow these steps:

1. Log in to the admin control panel.
2. From the Home tab, select Custom Fields and click Fields.
3. Click to open the relevant custom field from the list.
4. From the Options tab do one of the following:
   • Make the custom field required by selecting Yes on the 'Required field' option.
   • Or, delete the information from the 'Pattern match' field.
     
5. Click Update to save the changes.