Unticking the Needs Attention flag

[oliversmyth]

Is there a certain role that allows users to untick the Needs Attention flag when the case isn't assigned to them?

For example, a desk manager notices that there are a number of cases sitting in resolved but unable to auto-close as the Needs Attention flag is ticked. Is there a role they can be granted that allows them to go in and amend that field?

Many Thanks.

[Mike Herron]

There are a couple of ACL's out of the box for the Needs Attention flag. You can write to this field with these roles if you are not the assigned to:

sn_customerservice_manager

sn_customerservice.relationship_agent

[Community Alums]

We had the same issue in our instance, so we have created a Flow for this which would 'uncheck' the 'Needs Attention' field whenever the Case is Resolved.

You can create the Flow to run as System User.