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Remove ignore from select asset or use a rule to kick ticket back

  • 13 December 2022
  • 7 replies
  • 82 views

Userlevel 2
Badge +2

Is there a way to remove the ignore option from the select asset action? We have a lot of techs that are not attaching the actual asset to a ticket, and leaving them with the generic model for a machine (see below)

Is there a way to remove the ignore button on this, or kick the ticket back to the agent if there is not an asset selected?

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Best answer by Kathryn Carter 15 December 2022, 18:50

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7 replies

Userlevel 1
Badge +2

Hey mmickey,

Under Administration----→ Site Options Check that this is turned off. It should remove the Select Asset requirement in tickets. 

 

Userlevel 2
Badge +2

@MD14, it was already set that way, but the agent still gets the ignore button :-( 

Userlevel 7
Badge +12

@mmickey There is not a way to remove the “ignore” button from confirming the asset. 

You could submit this into our Idea Exchange as an enhancement request: https://community.incidentiq.com/ideas

Userlevel 1
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We just noticed that having this option in a ticket doesn’t show in the mobile app causing issues to close the ticket via the mobile app. Kathryn Carter would you know why this wouldn’t show on the app version?

Userlevel 7
Badge +12

@mrodriguez Last night, there was a fix sent out for mobile. Has this update solved this issue? Please make sure to update your app. 😄

Userlevel 1
Badge +2

I can work on this and reply back if this is still not working. Thank you for the follow up.

Userlevel 7
Badge +12

Sounds good! Thanks @mrodriguez 

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