Ability to utilize Closure Codes when marking request as Resolved?
We have set up Request Closure Codes so that we can track, for instance, duplicate incidents, incidents that Technicians are unable to reproduce, requests that are not approved, requests that are resolved/fulfilled, etc.
But we'd also like to have Technicians mark requests as "Resolved" so that the original Requester will actually close the requests, signifying their agreement with the Technicians' closure code selection.
It appears that Closure Codes are available when a Technician "closes" a request, but that they cannot be selected when setting the Status to "Resolved" on the Resolution screen.
Is there any way for our Technicians to be able to select a Closure Code prior to (or even after) setting the Status to "Resolved", and having that value retained for reporting purposes while the Requester would actually "close" the request?
New to ADSelfService Plus?