Making the Resolution Tab Mandatory

Hello Everyone!

This edition is here to show you how to make the Resolution mandatory when closing a ticket.

The Ticket Resolution tab helps keep a record of the solution provided for the ticket query. The resolution can serve as a quick reference to see the solution, saving the daunting task of scrolling through the entire conversation thread in the ticket.

Zylker Medcare offers online medical consultation for patients. The doctors at the firm provide consultations to patients through calls, chats, and emails. Each patient query is logged into Zoho Desk as a ticket. After the consultation concludes, the doctor closes the ticket. Zylker Medcare prefers to maintain a record of the prescriptions provided. The admin utilizes the Resolution tab in the ticket to document the recommendations and prescriptions made by the doctor.

However, the admin prefers to enforce the Resolution tab as mandatory when the doctor closes the ticket.

How can this be achieved?

The Resolution tab can be made mandatory through a simple layout rule. Here are the steps to implement it.

Go to Setup. Choose Layouts and Fields under Customization.
Choose the Department for which you want to set the Resolution as mandatory.
Now, choose Layout Rules under Layouts and Fields.
Click on Create Rule at the top right of the screen,.
Type your desired name and description for the layout rule.
Under 'Choose a primary field that controls this rule', choose Status.
Set the condition for Status as Status is closed. If you have a custom field for closed ticket, mention the custom name in the condition by separating values with a comma.
Click Next once you have set the condition. The Layout Rules page will appear with the module and department name.
Click on Trigger an action and choose Set Mandatory Fields.
Under Set Mandatory Fields, select Resolution field. Click Done.

For information on Ticket Resolution.

How does this layout rule work?

When the agent tries to close a ticket, the resolution field will appear. After the agent types the resolution offered in the ticket and saves the information, the ticket will move to Closed Status.

With the layout rule in place, Zylker Medcare ensures that a ticket can only be closed when the doctor adds the prescription and recommendation in the resolution field.

Note: If blueprint is applied to Tickets, we can add "resolution" during the transition, as this rule will not work on the blueprint-applied tickets.

Stay tuned for regular updates towards creating a great experience with Zoho Desk.

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