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In Unified Service Desk we have actions like SessionCloseRequested that are commonly used to validate the content of a session before the user closes it.


The problem is if the user opts to "x-out" of USD, it closes immediately without any events being triggered. Meaning all open sessions are instantly closed without any of this carefully crafted validation being applied!


Can we have an event that is triggered if the user tried to close USD. So that actions could be added to prevent the close when required. Something like "USDCloseRequested".


 


I have had this issue in several projects and have had it raised by many other USD "fans".

STATUS DETAILS
Declined
Ideas Administrator

Closing this Idea as haven't heard this feedback recently.  We have fixed partial problem and today one can show confirmation dialog on lose of USD

Comments

N

This is a good idea. I am developing the same thing currently like if the USD is closed abnormally while the customer is still on call then I am trying to restore the session from where USD was closed. I am doing quite unsupported development to achieve this but it would be great if we have this feature as well

Category: Unified Service Desk

N

This is already supported in new versions

Category: Unified Service Desk

N

+1, definitely a good one.

Category: Unified Service Desk

N

A sensible suggestion and would be great to have this implemented. 

Category: Unified Service Desk

N

Yes, it is always a pain to train the users not to simply close the button. We need to have some sort of "BeforeUSDClosing" event and also to stop closing if required. Some thing like, Agents have to give feedback or update "something" before they close USD for the day !! The only way we can achieve is with before closing event. 

Category: Unified Service Desk