Question & Answer
Question
What is the difference between "Close" and "Close (Admin)" action buttons in the ticket module?
Answer
Close - an action available to any CSR except when the ticket is in a Resolution Provided state, which means it is waiting on the client to accept the provided solution. The use of Close action button will send a notification to the customer.
Close Admin -? is the only action available when the ticket is in a Resolution Provided state. The use of Close Admin will NOT send a notification to the customer.
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Document Information
Modified date:
02 November 2020
UID
ibm10774603