is there any way to prevent certain agents from setting a ticket status to “closed”? We want them to only set tickets to Resolved. I recognize it’s a training issue, but was wondering if anyone else came across this?
Thanks!
is there any way to prevent certain agents from setting a ticket status to “closed”? We want them to only set tickets to Resolved. I recognize it’s a training issue, but was wondering if anyone else came across this?
Thanks!
we created a business rule also , but as the close buttons can not be removed from the view we added an error message to it
I created the same rule, but it did not give the error when selecting the “Close” button.
I also created the same rule and confirm it did not disable the Close button. Close still works and throws no error message. Has anyone got this to work? Would love to hear a solution!
It doesn’t throw the error unless you make it enforced system wide.
Not sure why.
we created a business rule also , but as the close buttons can not be removed from the view we added an error message to it
I created the same rule, but it did not give the error when selecting the “Close” button.
I also created the same rule and confirm it did not disable the Close button. Close still works and throws no error message. Has anyone got this to work? Would love to hear a solution!
I have tested this and it works as suspected. The trick is the user has to attempt to close the ticket and click “update”. Once the update button is clicked it will throw the error message and not actually update the ticket.
we created a business rule also , but as the close buttons can not be removed from the view we added an error message to it
I created the same rule, but it did not give the error when selecting the “Close” button.
I also created the same rule and confirm it did not disable the Close button. Close still works and throws no error message. Has anyone got this to work? Would love to hear a solution!
we created a business rule also , but as the close buttons can not be removed from the view we added an error message to it
I created the same rule, but it did not give the error when selecting the “Close” button.
we created a business rule also , but as the close buttons can not be removed from the view we added an error message to it
Hello chief,
can you please guide us through the above , how did you do so ?
we would like to try it out.
thanks in advance
we created a business rule also , but as the close buttons can not be removed from the view we added an error message to it
Hello Experts
I wish to seek your advise on the similar topic
one issue that we are facing is that the agents sometimes close the tickets / which later come as a complaint from our clients - that they were marked “ Closed” even before they tested and it really were resolved
We hence decided to disable the
ticket “ Closure” access from the agents and give them only “Resolved” status access
We would prefer that as a default , the only person who could mark a ticket CLOSED status should be the one who raised the ticket.
and maybe ONE super Admin in the back end
pls assist , and share your opinion
thank you
Geetraj
ah, I knew I was going to forget something… thanks Zach, I’ll give it a whirl!
Make sure that you have the rule run on New Forms and Edit Forms, otherwise those agents could technically close tickets from the new ticket screen. :)
ah, I knew I was going to forget something… thanks Zach, I’ll give it a whirl!
Hello
Hope that helps!
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