Resolution - Field and Form Rules
1. Agent obtains the user info and incident details
2. Provides a solution to the user, marks the ticket as FCR/closed
3. The agent submits the ticket but has forgotten to provide a resolution
4. The closing rules kick in and they're forced to go and edit the ticket all over again...It's a pain and causes the agent to back-off from the next caller!
Is there a script that will stop the form submission should a ticket be marked as closed/resolved without a resolution?
2. Provides a solution to the user, marks the ticket as FCR/closed
3. The agent submits the ticket but has forgotten to provide a resolution
4. The closing rules kick in and they're forced to go and edit the ticket all over again...It's a pain and causes the agent to back-off from the next caller!
Is there a script that will stop the form submission should a ticket be marked as closed/resolved without a resolution?