When the customer resolves an issue from the customer portal before the agent does, the resolution set for that is "Wont do". Is there a way to change that to something else?
This is abnormal. I have to wonder if there is a Post Function on the workflow that is setting to "Won't do" which would certainly not be a good 'default' value to elect. Can you please inspect for this in your workflow?
Hi there, i only see those 5 default post functions, nothing else.
Can you check automations? The key is to determine where “won’t do” is being set. So if the agent resolves how is resolution set, via the resolve screen? Is resolution required a close via a Validator on the transition?
As far as i can see there are no validators or automation rules that is doing this. Right now i will have to fix this fast, so i edited this "Won't do" into "Resolved by Requester" so it makes sense when the notification email goes out with this information.
Also when the customer resolves from customer portal, only the default screen pop up to get an optional comment and there is no option for them to choose any type of resolution.
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