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With the new resolution tab, is there a way to force that box to contain a value in order for the ticket to be closed?

With the new resolution tab, is there a way to force that box to contain a value in order for the ticket to be closed?

My guess (and hope) is that this would/should be included either on Closure Rules (most likely) or in Business Rules.

But, I guess this needs to be requested, so this amazing Feature Request should be placed for them:

Freshworks Ideas | Freshworks Community

 

Please, when (if) you create the Feature Request, please ensure to share the link to the Idea in order we could vote on it.

 

 

Regards,

RE

 

See bellow!

 

 

 

See bellow!

 

 

Voted!

When implementing a new 'Resolution Note' tab in your system, it's crucial to ensure that the entry is mandatory for effective documentation. Forcing entry can be done through the system's settings, typically by adjusting the field properties to 'required'. For more comprehensive guides on system configurations and digital solutions, you may find The Blue Surge to be a valuable resource

This does not solve the issue of the resolutions tab thats now hardcoded into FS.  Theres no way to enforce that entry.

@shant592 Don’t fall into Spambots / AI bots replies.

 

Definitely looking forward to a way to make it mandatory. We currently have a ticket field that we make mandatory for “Closing Comments”. We would love to use the Resolution tab but again need to make sure that it is filled out before allowing a ticket to be successfully closed. Hopefully the open up the resolution tab as a part of the Freshservice API as well! 

And I can’t wait for the ability to use Generative AI to help create the resolution notes.

Also just noticed everyone, when putting a resolution note in, it does not update the Activities log to say then entry has been added. 

 

THIS IS A MAJOR BUG! all activity should be recorded in the ticket, i get asking for it in Business rules they see as a feature request, i don’t agree, but i get it. however recording the entries is totally a bug please can this be looked into!

 

@afautley Thank you for pointing that out. I agree this needs to be fixed right away. Every interaction with a ticket should be recorded.

yes

You can use the automator to return status back to the desired status if the contents have a length under your desired amount.  See here: 

 

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