Agent Desktop

Get Involved. Join the Conversation.

Topic

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

    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.

    Thanks

    Comment

     

    • 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

      ~Suresh

    • Justin

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