When Ticket instances are created based on Activity rule setup in the system, certain Tasks and Surveys are added to it. Some of them could be marked as Mandatory. The standard behaviour is that setting the status of the Ticket to Completed is not impacted.
However, if a business scenario requires preventing setting the status to Completed in cases where there are open Tasks and Surveys, there is an option in the Business Configuration (Do you want to prevent users from completing tickets when mandatory survey and tasks remain open ? ) which can be enabled.
This will prevent Tickets from being able to be set as Completed when there are mandatory Tasks and Surveys still open.
Hello Sid,
The setup has been done via Activity Plans/ Routing Rules, right?
I believe that if the Survey is flagged as Mandatory on the Plan, the Ticket won't be closed until it is answered.
Let me know if that is the case.
Felipe
Add comment