HEATBoard AutoClose Linked Calls issue with unresolved assignments

Version 1

    Details

    This article provides a resolution to the HEATBoard AutoClose Linked Calls issue with unresolved assignments


    Resolution

     

    A user may experience an issue when auto-closing linked HEATBoard tickets that have unresolved assignments. When trying to auto-close the user receives an error message that some tickets cannot be closed because of unresolved assignments. 

    There are two options to resolve this issue. -

    1. In Administrator Module > Defaults > System > Assignment Defaults, one or more of the following settings should be disabled-
    • Require assignments to be resolved before call can be closed
    • Enforce Resolve Required
    2. In Administrator Module > Defaults > HEATBoard Setup >  AutoClose Operation > Run an Auto Task,  build an Auto Task to resolve all open assignments and complete any further actions necessary to close the ticket.