Alternative to closing rules
There’s no way I can see to create closing rules for specific groups or roles so I was wondering if anyone had a way of doing something similar with Business rules or custom triggers?
I’ve got a radio field called “Escalated” that I want to set as mandatory if a closure is performed by our second or third line groups, they don’t tend to edit tickets so field and form rules aren’t effective in this case. Additionally our other groups don’t use the “Escalated” field so don’t want to skew our data by having them select a random answer just to complete the closure.
Any solutions would be appreciated.
I’ve got a radio field called “Escalated” that I want to set as mandatory if a closure is performed by our second or third line groups, they don’t tend to edit tickets so field and form rules aren’t effective in this case. Additionally our other groups don’t use the “Escalated” field so don’t want to skew our data by having them select a random answer just to complete the closure.
Any solutions would be appreciated.