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Outcome and Resolution dialogue box not appearing

in Help Desk 5 comments

Summary:

I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions, which I've configured and mapped per the HR Help Desk implementation guide. Is there something I've missed?

Expected behaviour: After moving the service request status to resolved, the outcome and resolution dialogue box will appear for the agent to define the outcome and resolution per configuration.

Current behaviour: After moving the service request status to resolved, the outcome and resolution dialogue box does not appear for the agent.


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