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Within Setup > Global Settings > Service Desk Settings are the following options - "Close Inactive Resolved Incidents" and "Reopen Resolved/Closed Incidents". Unfortunately, letting Requesters answer whether they agree that an Incident is Resolved allows them to add content to Closed Incidents as well. Customers who came…
Hello, I would like to request to be able to change the category and sub category after an incident/request has been closed. In some cases it can happen that our agents are selecting the wrong categories. This causes that a different SLA is used for such a ticket. We often notice this afterwards when the ticket already has…
Me and my team often close a ticket before its even created because we already resolved the issue. However, we found out doing this is messing with certain reports. One report says our average time to close is 7 days which is not true at all. We would still like to close tickets immediately instead of having to…
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