Modify Resolve Issue Screen

Question

Hi

Before tickets are completed, we have a workflow that transitions to the Resolve Issue Screen and agents complete the fields on that screen and the ticket is closed. This is working fine.

My question is, is there a way to modify this screen and add additonal fields that the agent must complete before the ticket can be closed, e.g. have a question like, have you updated the knowledge base documentation?

Thank you.

NA_tek2gt · Answer

Thank you for your assistance

Nic Brough -Adaptavist- · Answer

There's no point using check boxes on resolve, your users are just going to tick them all and all your issues will look the same.

The best thing you can do is education.  "When you click resolve, you are telling us that you've done the update to the knowledge base, you've checked the version is right, and so-on".

If you want something a bit more structured, consider the use of sub-tasks.  When an issue is created, or gets to a certain point in thw flow, create a sub-task for "check version" and "update kb", then rig the parent issue workflow so that they can't resolve it until they've completed the sub-tasks.

NA_tek2gt · Answer

Thanks for your response.

What do you think is the best method to use then?

We want agents to be held accountable for their work and having a few questions that they need to answer (by way of ticking a checkbox or something similar beside the question) at the Resolve Screen, acknowledging, yep.. I've done that, before the ticket can be closed.

Thank you.