Hi,

if a ticket is solved we must enter a resolution. I know that the resolution field is treated different than the other text fields, therefore it is difficult to check/validate if a resolution is added.

Our current workflow is the following.
We have rule, that trigger a custom function, which is checking if the resolution field is not empty. If this is the case this function set a custom checkbox in the ticket information to true. This checkbox will be validated an trigger a alarm modal, that warn the agent, that no resolution is added.

We want to hide this custom checkbox and the problem is, if this custom checkbox is hidden we are not able anymore to save changes in the ticket, because we get an error message, that the hidden box is not writable.

I think this is a bug, because this field will only be set by the custom function and not by the agent.

If this is not a bug how we should treat this behavior.

Creating a rule, that the ticket is not closable when no resolution is added is not practicable for us.

Thanks in advance.

BG