Hiding "acknowledge" option from tasks
I was wondering if anyone has hidden the "Acknowledge" option that appears in the task menu on analyst portal.
I know it sets the "first response date" but we have changed our SLA's that when a ticket is assigned to the analyst the first response has been met.
the "Acknowlegde" option is redundant for us. I would like to hide the option from appearing in the "task" menu, is there a way to do this? I believe if I set the 'First response" within the templates themselves it removes it but it also causes some issues for us for our reporting due to the time/date stamp.
is there an easier way of hiding it?