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Make a thread entry required in a workspace

Received Response
edited Jul 15, 2019 1:51AM in Agent Desktop 3 comments


How can you prevent an agent from saving/closing an incident if a thread entry has not been made?


We're building a very lightweight workspace, where upon the selection of a certain topic, the agent is required to add a note in the incident thread, then save and close it. I'm trying to find a way to ensure the agent has entered a comment in the thread prior to saving/closing an Incident. Ideally using workspace rules. There doesn't seem to be a way to do this using the Rich Text Incident Thread object. I'd be very interested to hear if others have achieved similar functionality in their workspaces, and if so, how?


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