Unticking the Needs Attention flag
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‎08-28-2024 05:02 AM
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.
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‎09-03-2024 06:56 AM
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:
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‎09-03-2024 01:40 PM
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.