Agents are sometimes lazy. Sadly I cannot enforce a minimum requirement on a close comment
UseCases:
common ticket processing (single ticket) closing
common ticket processing answers from client, re-closing the ticket
A simple "Thank you" message, which causes a reopen and needs to be closed again
Bulk action
Ticket Merge
Generic Agents
Process Management
my wish here would be to have an option to steer the behavior for the common ticket processing case only
provide a configuration to check a minimal length
provide a configuration to check also against a regex
For the case "Thank you" or similar message from client, there could be created a default "comment template" which the agent can select. Or the regEx has to be extended by the administrator of the specific znuny instance. For all other cases this feature is disabled by default.
I know this issue was discussed already, but the context of this feature was - IMHO - taken to wide. Now narrowing it more further down, and hopefully get involved into the discussion too.
Agents are sometimes lazy. Sadly I cannot enforce a minimum requirement on a close comment
UseCases:
my wish here would be to have an option to steer the behavior for the common ticket processing case only
For the case "Thank you" or similar message from client, there could be created a default "comment template" which the agent can select. Or the regEx has to be extended by the administrator of the specific znuny instance. For all other cases this feature is disabled by default.
I know this issue was discussed already, but the context of this feature was - IMHO - taken to wide. Now narrowing it more further down, and hopefully get involved into the discussion too.