I may be missing something, but is it possible to require a tech before a status can be changed? I want to make sure techs are entering in their notes before putting a ticket into pending or resolved status.
I suppose you could try setting up a action rule in processes, to say before resolving note must not be empty, you would have to have a play with this though as I have not used it myself that much. If I get time I will have a look into it
Thanks TS. I'm not sure how to make this work as I would need the note to be entered in the same session as the ticket status was changed. If you used the action rule approach, I believe it would simply check to see if there were any tech notes and not one entered with the status change session. Thus any previous tech note would allow the status change.
