Guest Posted July 12, 2021 Share Posted July 12, 2021 Hi On our Employee portal end users have the ability to attach and update tickets can you advise how i can add a resolve or close button? Where do i activate this? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 12, 2021 Share Posted July 12, 2021 Hi Shamaila, detailed under this post here: Many thanks Link to comment Share on other sites More sharing options...
Guest Posted July 12, 2021 Share Posted July 12, 2021 I have scanned through the post you have suggested @Adrian Simpkins I can see alot about cancelling a ticket however i want to know if i can add resolved button? Do you know if thats possible ? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 12, 2021 Share Posted July 12, 2021 Ah sorry I read it as just regarding adding a closure or Cancel button to be added rather than a resolve button - apologies, very tired today for some reason As far as I am aware the Resolve button as such only appears on the customer portal once the request moves to Resolved, then they get the standard 'Issue is Resolved / Issue is still Un-Resolved' options. I have not seen anything that will allow the customer to Resolve it prior to an Analyst marking a request as Resolved - you could offer the Cancel option as a route for customers to mark a request as 'Resolved' before a request is moved to the Resolved status by an Analyst in Service Manager, and triggers the buttons Many thanks Link to comment Share on other sites More sharing options...
Guest Posted July 12, 2021 Share Posted July 12, 2021 Thanks @Adrian Simpkins. I cant see how to get a closed\closure option in that post just how to cancel a ticket. Do you know know how to get a closed option? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 13, 2021 Share Posted July 13, 2021 Hi Shamaila, As before I do not believe there is any method to offer a Closed option, other than when a request is resolved and the customer selects 'My Issue is Resolved' this would move the request to a closed status So in effect if one of our customers cancels a request they have raised on the portal we would also class this as a 'closure' as such. However as mentioned before there is no way to offer the 'My Issue is Resolved / My Issue is not Resolved' buttons until a request moves through to a resolved status in a BPM which in turn triggers the box that offers these options on the Employee Portal side Many thanks Adrian Link to comment Share on other sites More sharing options...
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