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Hey everyone,

 

how could I manage the resolution notes section where I have to mandate resolution notes upon closure / Pending status. It is not located in the field manager, currently anyone can just close out a ticket without requiring a resolution note.

 

i did add a custom field and called it resolution note and made it mandatory but is there a way I can manage the resolution notes section?

Hi.

FreshWorks is currently working on that.

 

You may want to follow these Ideas:

 

Proposed workaround:

Making Resolution Notes Mandatory - Workaround | Freshworks Community

 

Idea requesting what everyone like is needing where Freshworks states that it is currently in progress:

Require resolutions tab to be filled out before ticket can be closed/resolved | Freshworks Community

 

 

KB where it stands that it will be available in April this year:

Resolution note generator : Freshservice

 

Hope this helps.

 

 

Regards,

Hey,

 

Have you resolved this?

 

You can create a business form rule if needed. This will allow you to set a rule to mandate the resolution notes.

 

Let me know if you need a hand.

 

Cheers, Matt

 

Hey everyone,

 

how could I manage the resolution notes section where I have to mandate resolution notes upon closure / Pending status. It is not located in the field manager, currently anyone can just close out a ticket without requiring a resolution note.

 

i did add a custom field and called it resolution note and made it mandatory but is there a way I can manage the resolution notes section?

 

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