You can require that a Resource declare the reason they are declining a Service Call. The options for the reason are pulled from the Escalation Reasons list.

By default, this is enabled:

To enable/disable:

  1. Log into Rocketship Admin
  2. Go to Workload Optimization->Screens->Engineer Workboard
  3. Modify the “Require Decline Reason” is Custom Settings.

The change is immediate.