Software Deployment Question

Custom rule: closing a ticket is only with a resolution possible

01/29/2020 228 views

Hi All,

can anyone help me? I need a rule for the ticket system that allows a closed ticket only if the owner add a resolution to it.

I already looked in the past questions, but I don't find anything.

Thank you :)

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All Answers


This is a standard setting, in your Queue configuration Service Desk>Queues>Configuration click customize fields and layouts.

In the next screen scroll down to the Layout Ticket Fields area and locate your Resolution Field

Edit the Resolution field and set the Required dropdown value to Required on close

Save your queue and you should be good to go

Answered 01/29/2020 by: Hobbsy
Red Belt

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