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Resolve & Assign Tickets without Required Feilds

Hi Team,


We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.


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This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.

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1 person has this problem

 Hi Joshua,


Thanks for bringing this to our notice. We were able to recreate the issue in the Staging environment and Developers confirmed the Flaw in behavior. We will work with the Engineering team and will have this resolved over the upcoming releases and will keep you posted. 


2 people like this

Thank you for your reply. Much appreciated.

Hi,


We have fixed the flaw around updating the Ticket which doesn't look for mandate property and it looks like you like to arrest the behavior of quick agent assign from the Ticket list view as you have other mandate properties to be filled.


We would suggest you to create a Workflow on the event of Agent assignment and properties to check values for the mandate properties and action to un-assign the Agent and trigger Email to Agent about the modification.


We propose a workaround as the quick assign(List view assignment) is designed to not look out for mandate properties intentionally as this function is majorly used to route tickets immediately and this can be used widely on downtime and helpful for Supervisors to supervise better. 


Hope this helps.

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