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    Disposition Required when Agent sends Email Response
    Topic posted January 2, 2018 by Todd Bronze Medal: 1,250+ Points 
    86 Views, 2 Comments
    Disposition Required when Agent sends Email Response

    We currently have the Default Message Thread set to Private note however if the Agent changes it and send an email response we would like to make Disposition required.  I don't see anything in the workspace rules that would accomplish this??  Is this possible, one would think so...

    Help is appreciated.




    • Suresh Thirukoti

      I see that you can try this way to achieve your result.....

      1. In the Workspace design mode, click on the Thread control and in the ribbon, under Design > Response Options > Change Incident status when Send on Save is selected

      Choose the appropriate entry (statustype) and save the workspace

      2. Write a workspace rule that if status changes, if status value = {status} Then make Disposition required


    • Justin

      Disposition actually has a check box to require for solved/waiting. so you wouldnt even need to write the rule for step 2