Hello all,
In our project, the customer can select different defect classes when creating a ticket. Depending on the error class, different SLAs apply.
However, when choosing the defect class, it is possible that the customer makes a mistake or chooses the wrong defect class due to urgency.
The first step is for our agents to check the defect class mentioned in the field and determine its correctness. If an incorrect class was selected, the defect class should be adjusted. In order for the agents to remember this, I would like a note for the agents in a screen mask. I imagine that before the first transition, the correctness of the defect class must be confirmed or adjusted by the agents in the screen mask.
Is something like this possible? So far I have not been able to find a suitable solution.
