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Solution questions should be available for Internal Use

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The questions in an external solution should also be available for use if the solution is manually applied to a case by an agent (for example, via phone).  Currently, if an external solution is applied from HRCM, then the questions from the solution request form are not visible in the case.  it would be relevant for the agent to ask the customer the same questions directly as would be asked from the web portal (the same details are still required to solve the problem).  Additionally, IF the questions are required to be answered for a customer to click "submit" in My IT, then these same questions should be required/answered before the agent can save the case to "assigned" or "work in progress." 


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