Resolution Codes

gordondunlap

I need to be able to define resolution codes for my team to use when closing a ticket.  I also need to designate it as a required field in the web interface.  This will help me a great deal when preparing for audits and for tracking incidents that may be related to problems.

I don't want to have to use status entries to achieve this function. 

ScottRich

gordondunlap you can do this with ticket custom fields now.

In Tickets>Ticket Custom Fields, create a custom field for the resolution code, call it "Resolution Code", with Type Popup Menu, then enter your codes as "code1-reason;code2-reason;... (or however you want, just separate them by a semi-colon) and make it a required field for Techs.

Then in Tickets>Status Types select Closed and then select Additional Activated Custom Fields>Specific and choose "Resolution Code" from the list.

this will make the field a required field whenever Status Type closed is selected.