nasimg Posted April 5, 2016 Share Posted April 5, 2016 We are new to Service Manager, having been using Supportworks for a number of years. We have noticed its possible to resolve (plus other actions) without the ticket being assigned to you. Is there a way we can stop this, as I want the ticket to have an owner Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 6, 2016 Share Posted April 6, 2016 Hi Nasim, One of the features we have spoken about in the past is the ability to hide or show the different action icons on each request based on the BPM process or possibly by setting some conditions. For example, hide the resolution option completely until you are either at a certain point in the process or certain conditions on the request have been met (like being assigned). This is not in our current short term plans but I would be interested to here if you and other customers would find this useful. Regards, James Link to comment Share on other sites More sharing options...
Kelvin Posted April 6, 2016 Share Posted April 6, 2016 For us as Nasims comment it would be extremely useful for when a call does not have an owner it can't be resolved. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 11, 2016 Share Posted April 11, 2016 We have added a feature which will be available in the Service Manager 2.24.x update that includes the setting app.request.allowResolveCloseWithoutAnalyst. This will be set to True by default. Once available, if you wish to enforce a request having an owner before the request can be resolved or closed you can set this to False. Link to comment Share on other sites More sharing options...
nasimg Posted April 11, 2016 Author Share Posted April 11, 2016 Thanks for the quick turn around - I'll apply it when its available Link to comment Share on other sites More sharing options...
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