Hi,
My customer wants that cases could be possible to close in CSM agent workspace without resolution notes from the "Close case" button in agent workspace.
I managed to configure resolution notes mandatory = false, if case state is changed from new to closed or resolved. But this configuration seems not to work in CSM agent workspace "Close case" button.
Any ideas where I can configure UI policies for this specific button? (picture below)
Best,
Miikka
Hello,
I found from where it is coming. Please go to the sf_state_flow table and open the record for close case
Clear the script out from the manual script and you will no longer see the message.
Please mark my answer as correct based on Impact
Hello,
There is a onsubmit client script named "Validate Resolution Information (Case)" which is responsible for this.
If you make this inactive it will not ask for resolution code:-
Please mark my answer as correct based on Impact.
Hi,
Unfortunately this did not work fully. It still wants resolution notes, but not resolution code anymore. Any ideas?
Hello,
There is a UI policy which makes the field mandatory. The short description of the UI policy is :-"Show close notes if closed or resolved". Make it inactive and it will work.
Please mark my answer as correct based on Impact.
Hi,
I'v actually done that already, but it did not work on CSM configurable agent workspace's "close case" button. It worked when you change state from new to closed, in that case it doesn't ask for notes. But if you press this button (pic below) it still wants notes.
Here we can see that it's inactive
But on workspace it still prompts this:
Any other ideas?
