Resolving Tickets

[Prathmesh Patel]

Hi, is there a way we can disable the Resolve button until a call has been assigned and accepted?

Reason being calls can be resolved without assigning to an analyst.

[James Ainsworth]

Hi Prathmesh,

Thanks for your post.  There is a current discussion on this topic which can be found below.  We are looking to provide an option that you let you control which action items, including the resolve/close option, that are available at a given point from within the BPM workflow.   We do have a change proposal in our backlog for this feature and we will keep you updated on the progress.

Regards,

James

 

 

[James Ainsworth]

Hi @Prathmesh Patel

I just wanted to let you know that we have completed some work which should help with your requirement.  Please view the update on the following topic.  

 

 

Regards,

James