Service Requests Tasks - Choose Resolution Type and Comment

Idea created by Cody DeVecht on Jun 6, 2018
    Under Consideration
    • James M
    • Cody DeVecht

    Currently when checking off the final task on a Service Request the request is automatically resolved and the resolution code is set to Aborted. I would like to see this changed to give the agent the option to choose the resolution code and to set a resolution comment (giving the option to force a resolution comment would even be preferred, since this is possible today under the normal resolution process.

    What problem will this feature solve?:
    This would improve agent workflow as they would not have to set the request back to another state and then set back to resolved to be able to set the proper resolution code and apply a resolution comment.