Can we prevent users adding a message to an SR when it's in the Resolved Status?
in Help Desk
Summary:
My client would like to prevent users from being able to add a message after the agent has Resolved the SR, whilst we appreciate the best practice is to train them to use the 'Reopen Help Desk Request' action, this isn't really obvious to the user and we are finding that they are adding messages instead of reopening the SR as that is much easier for the user. I have checked in VBS layouts and App UI and I can't see any variables, or layouts or rules that relate to this but please do advise.
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