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Resolution field required enhancements

  • February 22, 2024
  • 1 reply
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xTofC4Be
Apprentice
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The resolution note field has been added into our instance but we would like to see the next developments around that field: 

I looked at the workflow automators and it seems you can use that resolution notes field in them, as a placeholder in the actions, but you can't find it back and use them in the 'Events' or 'Conditions'. 

Then I also looked at the business rules, I would expect to be able to set up a rule in there like : if 'Resolution Notes' is empty then prevent Resolve/Close the ticket. This to enforce our agents to always properly fill in that Resolution notes field prior to resolve/close a ticket and our requesters to get proper feedback about the resolution of their tickets.

I would also expect to be able to make that Resolution Field disappear by just switching a toggle button off as long as the above points are not possible because now, as it's added and active, it could be used by some teams that were expecting such a field for a while (like me), they will fill it thinking the content will be communicated to the requester by the resolution of the ticket which off course won't be the case ... (I also looked under the business rules if we could not just hide it in there, by an extra rule, but 'Resolution notes' is again not a field that we can use in the Actions).

    1 reply

    Medic1334
    Top Contributor ⭐
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    • Medic1334Top Contributor ⭐
    • Top Contributor ⭐
    • May 23, 2024

    @xTofC4Be there’s a lot going on here, but the ability to require resolution notes via business rules was rolled out with the feature release last month. See my config below: 

    There is no way to use resolution note as a condition. To counter people putting in a single character we use an automator which works as below which isnt the greatest but does work:

    • When ticket status is changed from any to resolved
    • Expression: Length(‘{{resolution_notes}}’); expected return is number
    • Condition: If E1 is Less than or equal to 30
      • If true: Email assigned agent, return ticket to Open status
      • If false: Do nothing

    It would be nice/better to be able to use resolution notes as a condition on a business rule (not currently possible) because this would allow me to hide the resolution status from the dropdown if it was empty at least (and therefore the reply to user and set as resolved wouldnt get blocked).

    Additionally, being able to display a message of “resolution note is too short” instead of waiting until update when a resolution note is posted would be a better UX than reopening the ticket an agent thought resolved.

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