Question

Remove requirement to add an action


My predecessor made it to where there are a few specific people who are not required to add an action to a ticket before closing it.  I have been asked to duplicate this to a couple of new hires, but I cannot find where it is done.


5 replies

Userlevel 7
Badge +13

@SPeaslee 205c86 moore Thank you for submitting your question to our community! 😄

I am looking into your site. Do you know what permission policy these users are assigned to? I know the site option to require resolution actions is turned on for your site: 

 

Their permissions are set to  [Facilities] ALL LOCATIONS - AGENT ROLE PERMISSIONS.  I would like to override the site policy for them, but I cannot seem to locate anywhere that I can.

Userlevel 7
Badge +13

@SPeaslee 205c86 moore I believe you can do this within the user profile. Can you send me a user who has the not-required option? 

Collin Croslin (Agent) should be setup this way

Userlevel 7
Badge +13

@SPeaslee 205c86 moore As I investigated this further, I believe our Support Team would be the best people to proceed with this inquiry. Please submit a ticket to them here: 

 

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