I need to have a solution to make sure help desk reps are not closing tickets without adding time worked.
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  • As far as I know, there isn't a way to do that other than defining an internal process.

    I'm not good with sql but maybe you could have a rule that won't allow the rep to close the ticket if worked hours is null. Maybe switches the status to something like NO work hour listed as the status.

    Just a thought.
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