Hello!
I’m looking for guidance on configuring the OOB Incident Resolution Notes skill for our Help Desk department, who work from the Service Operations Workspace.
Before we enabled the skill, their incident resolution flow from interactions was simple: they filled out the resolution notes field, pressed resolve, and the ticket moved to resolved status, with no modal and no need to save the INC first. Now, by saving the incident first, it closes the interaction, which can cause issues because these interactions do not always need the incident saved right away. In some cases, what seemed like an incident actually needed a request instead. They also get the modal even when the resolution code and resolution notes are already filled in. I considered changing the skill’s Define Availability from skill is always available to customize skill availability, but that would only solve one of the issues. Is there a way to customize this skill only for those in the Help Desk since everyone else does not have an issue with the OOB skill?
