AndyGilly Posted May 13, 2020 Share Posted May 13, 2020 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 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 13, 2020 Share Posted May 13, 2020 @AndyGilly First place I would check if what do you have set for Service Manager Settings - guest.servicemanager.request.category.closure.enforceLastItem? Cheers Martyn Link to comment Share on other sites More sharing options...
AndyGilly Posted May 13, 2020 Author Share Posted May 13, 2020 thanks @Martyn Houghton, I will have a look I guess my challenge with that setting is , from what I have read is, I do wish to enforce a category selection but only where the service has a category level set Link to comment Share on other sites More sharing options...
Frank Reay Posted May 13, 2020 Share Posted May 13, 2020 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. 2 Link to comment Share on other sites More sharing options...
AndyGilly Posted May 13, 2020 Author Share Posted May 13, 2020 perfect, thanks @Frank Reay looks like I will need to go through the portfolio and configure each service to that top level single item, Link to comment Share on other sites More sharing options...
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