Resolution Category

[AndyGilly]

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

[Martyn Houghton]

@AndyGilly

First place I would check if what do you have set for Service Manager Settings - guest.servicemanager.request.category.closure.enforceLastItem?

Cheers 

Martyn

 

[AndyGilly]

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

 

[Frank Reay]

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.

[AndyGilly]

perfect, thanks @Frank Reay

looks like I will need to go through the portfolio and configure each service to that top level single item,