Site Options - Require Resolution Action

Question

I’m not entirely sure if this is a question about how to handle workflow or if its a bug, but here is our situation:

We currently have the Site Option “Require Resolution Actions” enabled so that agents have to put in an Action before they can Resolve the ticket.

If you select “Resolve - No Issue Found” and “Resolve - No Response from Requestor” you are able to immediately resolve the ticket even if you haven’t put in any Resolution Actions and it just says “COMPLETED STEPS”. It ends up looking like this:

(Resolve - Duplicate Ticket gives you a prompt at least before you can Resolve the ticket).

While on the one hand I could understand “No Issue Found” not necessarily having a resolution action tied to it (even though there ARE default Resolution Actions that are related, i.e. “Unable to replicate issue”), it makes a bit less sense for “No Response from Requestor” to be able to be just closed without any resolution actions being required. The related problem is that because you can close tickets without putting in an action, those tickets do not show up as having a resolution action when you run analytics on it.

I should also note - these issue is only found on the web browser. If you try to use “Resolve - No Issue Found” or “Resolve - No Response from Requestor” it DOES require that you put in an Action before you can resolve the ticket.

Best answer by Hannah Bailey

@PBauchan 650c0fd mvsd - I have never noticed that. Learning something new everyday. 😁

I have asked our CS team if this is intended behavior and it is. This would be an enhancement request.

There are a couple of workarounds for this.

One you can set up a custom view with the filter “closed reason” and reopen and try and train your agents to add action before using additional resolve options.

Another option is you can create a rule that re-opens the tickets if it is resolved with the additional options. You can also have it send an email to the agent with more details on why it was reopened, or have an email alter the manager that a ticket was closed with these options.

Hannah Bailey · Accepted Answer

@PBauchan 650c0fd mvsd- I have never noticed that. Learning something new everyday.😁I have asked our CS team if this is intended behaviorand it is. This would be an enhancement request.There are a couple of workarounds for this.​​​​​​One you can set up a custom view with the filter “closed reason” and reopen and try and train your agents to add action before using additional resolve options.Another option is you can create a rule that re-opens the tickets if it is resolved with the additional options. You can also have it send an email to the agent with more details on why it was reopened, or have an email alter the manager that a ticket was closed with these options.

Hannah Bailey · Answer

@PBauchan 650c0fd mvsd- I am going to bring that to our teams attention about the “App it functions the exact opposite of how it operates in the Web browser.”

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