Best Practices Question
Custom Ticket Rule for not allowing users to close tickets with the For Review category.
We have found that many of the reports we are generating from Kace based on categories, are skewed because a few of the help desk users close some tickets with the default For Review category, instead of picking the correct category relating to the issue the end user has contacted us about.
So, we'd like to create a rule which will put the ticket back on Assigned, should anyone try to close a ticket with leaving the category on For Review.
We already have a few other custom rules setup for emailing help desk staff of unacknowledged tickets in their queue, but I just can't figure out this rule.
Any help would be greatly appreciated!