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Resolution Category


AndyGilly
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Afternoon

We would like to start using resolution categories but limited to only some services.

As soon as I add any categories to the closure profile it enforces a resolution category during all resolution actions

Is possible to enable it only where a resolution category level is set in the service portfolio configuration?

thanks

Andy

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In our build if you point the resolution category level at a single high level category (without any sub-categories) then it does not ask the agent to select a category when resolving. The system knows to pick that single category - so it is set but doesn't have to ask for it to be selected and you can just make it a 'benign' category. Other Services can have their Request Types pointing to other high level categories but if they have a structure underneath then the system does prompt for a category to be selected when the Request is being resolved.

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