How to disable the Right Click to Acknowledge or Resolve Assignment Function
-You can completely disable your agent's ability to right click, and either Acknowledge or Resolve assignments, by modifying their role rights in HEAT Administrator. In order to do that, you would want to remove the Edit attribute right for the Assignment area. That is HEAT Administrator - Security Menu, Roles Menu. Then select the associated Role, navigate to the Rights Tab, scroll down to Assignment, uncheck the Edit box, and Apply the changes.
-However, doing this, will stop any Agents from free typing anything on the Assignments Tab, including updating the Notes field, or any other fields they need to freely type into. This is where AutoTasks come into play, as they override the Roles' Rights Settings.
-On your Assignments tab in an Edit Set, you would want to create Acknowledge and Resolve buttons and link them to an AutoTask that would update the call and Acknowledge or Resolve the Assignments, depending on the nature of the function. You can also configure an @Prompt function for any field that manual entries are required. Agents would then input text into the prompts where needed, and that text would then write to the associated fields, bypassing the Roles' Rights limitation.