How to hide “Mark Incident as Resolved” action in Now Assist Virtual Agent response

[PrasadShelar-]

Hi Community,

In Now Assist Virtual Agent, when a user asks for incident status (e.g., “What’s the status of INC13140?”), the response shows incident details (like Number, Description, Status, Assigned to, Last updated, Update summary, etc.) along with Available Actions from the Request Status Agent, such as:

• Mark the incident as resolved
• Add an attachment
• Add a comment

Task :
I want to hide or disable the “Mark the incident as resolved” action for end users, while keeping the other actions available.

What is the recommended way to control or remove this action?

Any guidance would be appreciated.

Thanks in advance!

 #

[pavani_paluri]

Hi @PrasadShelar- ,

Have you tried updating the Eligibility Conditions (No Code) 

The action appears only when certain conditions are true. Where to configure: Now Assist Admin → Virtual Agent → Request Status → Actions.

Edit the Resolve / Mark as Resolved action and add a condition like: User must be the caller Incident must be in a specific state OR never allow resolution by requester.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[PrasadShelar- · Accepted solution]

@pavani_paluri  Thank you for your information!

To remove the “Mark the incident as resolved” action for end users (while keeping other actions like Add comment or Add attachment), follow these steps:

1. Navigate to Standard Ticket Configuration (ticket_configuration).
2. Open the configuration record where Table = Incident.
3. Scroll to the Standard Ticket Actions related list.
4. Locate the Resolve (Mark as resolved) action.
5. Set Active = false.
6. Save the record.