HR Task - use of close complete button vs State field drop down

jrusso · 3 weeks ago

Hi...

We have noticed that when closing an HR Task using the Close Complete button, a Work Note box pops up requiring the user to add a work note. However, if the user changes the state field using the dropdown to Close Complete, this work note box does not pop up and allows the user to close the Task without adding a work note.

This appears to be delivered OOTB functionality, but does anyone know why the behavior is different?

Thanks

Sandeep Rajput · 3 weeks ago

@jrusso Ideally, the state change via drop down should not be allowed for the Agent/Help desk. The ticket should be closed via the UI Action. Close Complete UI Action contains a code which usually shows a popup to add a worknote, this features keeps the other users associated with the Task informed about the closure information.

Now why this behavior is different, changing the state via drop down allow power users to quickly close the task without adding additional details. Whereas for the Agent/Service desk it is often important to add the closure information on the task.

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Sandeep Rajput · 3 weeks ago

@jrusso Ideally, the state change via drop down should not be allowed for the Agent/Help desk. The ticket should be closed via the UI Action. Close Complete UI Action contains a code which usually shows a popup to add a worknote, this features keeps the other users associated with the Task informed about the closure information.

Now why this behavior is different, changing the state via drop down allow power users to quickly close the task without adding additional details. Whereas for the Agent/Service desk it is often important to add the closure information on the task.