KACE Help Desk: Require resolution entry when ticket status changes to "Resolved"
I am looking for a way to require a resolution be entered when one of my team members changes the ticket status to "Resolved". I see that there is a way to require a resolution on close, but what about requiring it with a different status change?
The standard function requiring data to be in a Servicedesk field only caters for ‘on update’ or ‘on closure’ situations. To setup your queue so that data is required to match other criteria, such as change of status, can only be done with a complex ticket rule that checks to make sure data is filled in, otherwise the changes are reverted. This is done using the ticket change table, but even though it does what you want, you do not get pop ups or reminders to provide data in the same at as using the standard function.
why not change your ‘Resolved’ status to a ‘Closed’ state and then the standard function will work just fine?
if not, and you have to build the function in, it would typically take us (as Quest, in the UK) a day or two of pro services to build and test, just give us a shout if we can help