Requiring an approval or action before moving an incident from resolved to closed

[saidweintraub]

Hi All,

We have an issue where our agents sometimes put in poor notes, code things wrong, etc, in Incidents.  We have a process to review a few tickets a day but this also sometimes falls to the back burner.

I was thinking of having something like when a ticket is RESOLVED, it goes to a lead for review, and only once they review would the ticket go to Closed.

Does anyone have something like this?  Is this possible, where there has to be an approval or some other action on the ticket before it gets closed?  Any better ideas for us to get our tickets reviewed?

Thanks!

[SanjivMeher]

We have something similar. Which is basically only allow assignee to resolve the incident. But only leads can move the ticket to closure. If you want to include approval, you can do so by adding a flow designer which will send approval to the lead. And once approved, the flow will move the ticket to Closed. And you can hide the closed button or state.