Hi,
Our agents when they are in SOW, looking at an incident if they click the Resolve button the modal pops-up displaying the our custom incident view. If they leave SOW and open an incident then change their view to SOW then go back into SOW and click the Resolve button the modal will pop-up with correct view. On the incident table we have a view rule that sets peoples view. I have tried turning that off but it still defaults them to our custom incident view. I tried updated the view rule so the Service Desk team specifically get their view set to SOW. I tested and when the agent opens up an incident in classic UI the view is set to SOW. However when they are in SOW and open up an incident and click the Resolve button its still showing the custom incident view. Any ideas on whats causing this issue or how I can default the Service Desk team seeing the SOW view when they are in SOW? Just to clarify when the Service Desk agents go into SOW the fields they see are correct, it is only when they click on the Resolve button that they are seeing the incorrect fields.
Thanks
