Clicking on the "Notify managers" button for new incidents leads to new activity for the leader of the responsible group. For closed incidents this name is missing. I would like to add this field.
Can I change it? If yes, how?
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Dear Bzdashek,
Based on the provided description, I assume you are referring to the Escalate option under the Actions button.
The option is active for all the case statuses except those that are marked as final in 'Case Statuses' lookup. To make the option active for the 'Closed' status you need to go to System Designer -> Lookups -> Case Statuses and make sure the IsFinal box for the closed status is unchecked.
Please note that this will result is another changes in the system as well,not only the Escalate functionality. For example, after it's done you'll see the closed cases along with the open ones in the Cases grid etc.
Feel free to provide any additional information if you were referring to the other functionality.
Lisa