Issue:
Users need to be prevented from adding Service Tickets to Service Hold customers.
Resolution:
Service Tickets are all or nothing in terms of access. Users can either add Service Tickets or not, regardless of the circumstances surrounding the customer. The best preventative measure would be to add a Critical Note to the customer.
In the customer’s account:
Right-click on Customer Information and select Edit Customer Setup
In the Customer Setup, add a note to the Critical Message section and Save the change.
Once that is saved, the next time a user opens the customer, the message will appear.
And the next time a new Service Ticket is created for the customer, that message will appear there as well.
