Hi guys :)
By implementing a workflow automation, we were able to enforce the requirement for resolution notes. The workflow functions through an IF statement that checks the length of the added resolution notes. If the length is zero, indicating that no notes were provided, the ticket status is automatically changed from "Resolved" to "Pending." Additionally, a private note is appended to the ticket, reminding the user to provide the necessary resolution details. In this case, workflow will only check is the resolution notes empty. If you want to force agents to make it longer than X characters, you can just adjust the condition in IF function. You can also build the IF function directly in Condition window by using "Build Expression" window.
