Currently agents are able to mark the item as Fulfilled using the lefthand navigation, which does not assign the software (or hardware) to the requestor. To fulfil and assign the software the agent must use the right hand navigation, but both options are presented, meaning the righthand (preferred) option can just be skipped:
We would like the ability to hide either the lefthand option if there is associated software or hardware, or ideally business rules to hide the “Fulfilled” option from the dropdown for certain items, meaning the righthand route has to followed
The SR can also be closed without the request being dealt with at all which is another issue.
