Resolution Notes are disappearing on occasion on save prior to hitting close case.
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02-03-2022 01:22 PM
Users are entering resolution code and resolution notes into the fields and saving their case. They then click the close case and very intermittently the resolution notes are being cleared out resulting in the error that it needs to be filled in before closing. They have to then re-enter the resolution notes a second time to close the case. We have yet to recreate it but at least 2 users have experienced this at some point.
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Customer Service Management
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02-07-2022 01:02 PM
"Close Case" you may have to look at the underlying code to this button to see what interaction it has with Close Notes/ Close code .
ideally it would check to see if those have data in them only without clearing them out ever.
Curious to see how this works out - I think this button is meant to change the state and checks for data in the two Close fields....
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02-07-2022 01:06 PM
Unfortunately other than checking the field for values there is nothing else going on. Its one user of many that's having this issue. We can't recreate it at all regardless of doing what she does. Its very bizarre but leads me to believe its not a servicenow issue but potentially a browser issue somehow.
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02-07-2022 01:23 PM
Hi,
You would supply the resolution code and resolution notes as you are proposing the solution to the customer/contact. They would then review that and decide is they approve or reject the solution and if approved, the case is closed.
If your agents are manually closing the cases, bypassing the proposed solution "flow", then they would need to fill in the resolution code and resolution notes as part of the close case process (meaning, they would fill it in and then click close case -- not save beforehand).
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02-07-2022 01:32 PM
This is not our process.. The agent closed the tickets at end of call when its been resolved. The person enters the res notes and res code.. when they save and the click close case, the res notes are being cleared out. Only one user among many is this happening to.
