Resolution Categories

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?

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amyd

You can change the status by: Going to setup then tickets and finally to status types, this is where you can either change the default ones or create new ones. Not sure if this answers the issue.

dtawater

A resolution category is another term for closure code or resolution code. Its where you define WHY you marked the incident resolved or closed first call.

Here are some examples

Advice Provided
Cancelled by user
Cannot fix
Could not replicate
Duplicate record
Hardware repaired
Hardware replaced
No action taken
Password reset
Related incident resolved
Related problem resolved
Resolved by 3rd party
Resolved by change
Resolved by user
Restart
Training provided
User error
Workaround

These probably could be used as a custom field, yet, I was hoping a hierarchical dropdown could be used to mark multiple levels of resolution with top level codes similar to those listed below.

Helpdesk
Analyst
Developer
Admin