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

PrasadShelar-
Tera Contributor

an hour ago

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!

 

PrasadShelar_0-1769190714327.png

 

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pavani_paluri
Tera Guru

16m ago

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
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