CSM configurable agent workspace = how configure resolution notes unmandatory?

[Miikka_M]

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

[Saurav11 · Accepted solution]

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.

https://yourinstancename.service-now.com/sn_customerservice_sf_case.do?sys_id=d8069501c33231005f76b2...

Please mark my answer as correct based on Impact

[Miikka_M]

Hello Saurav11, 

That did the trick. Thank you!