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On the Solarwinds documentation page about Service Desk>Incidents, there is a feature for bulk resolving incidents that are listed under the Related tab. The documentation states, "When resolving a ticket with related incidents attached, you will be offered the opportunity to add the resolution code to all incidents that…
I would like to see the ability to require a tech to enter their resolution notes when closing out a case. This can be a required feature in Web Help Desk and I think this should be an option in Service Desk. I found one of my techs has been closing all of their tickets without resolution notes and per support there is no…
The new Response Templates are great, but as of right now it appears they can only be used as a note. They cannot be used in the Resolution of an incident / ticket. Allowing these in the Resolution field would be a great addition.
I got a ticket from an automated system, and closed the ticket with a note like "No action necessary." When I close out the ticket, it sends an email to the other system saying that the ticket was closed. When the other system receives the email, it puts a note in their system and sends a response email saying that the…
We recently found you can only have 30 resolutions and there's no way to increase the limit. We would like more than that please. 50 Would be a more appropriate limit, for us anyway. Thank you
When a ticket is set to Resolved, by default the resolution notes are hidden in the resolution field. I would like the ability to have the resolution notes added to the historical comments and marked as Resolution note
When resolving an incident or SR, we have the ability to mark the resolution code as required but not the actual description of the resolution. This is critical to ensuring good ticket grooming habits, so that tickets aren't just closed without detailed resolution.
There are many times when a ticket is opened and just closed right away (a Thank You, or quick question) but the resolution is still the same for the initial incident. It would be nice to have the previous resolution description display in the screen when clicking on resolve again that could be changed if needed or just…
How do we define resolution category fields similar to our ticket request types, yet, used to define what resolution was used for this incident. basically how do we mark that the ticket was resolved by resetting a password or reinstalling an application to solve the incident in question?
I need to set a place for resolution categories as well as a separate text box for the resolution description. This is standard on the high level service desk products, have I just missed reading about it here?
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