KACE Product Support Question

Allow entry of resolution text during ticket creation?

02/03/2016 931 views
For one of the queues we are creating, 100% of the tickets will be generated by those of us managing the help desk, and 99.9% of them will be resolved by the time the ticket is created. 

Is there any way to enable the entry of resolution text while initially creating the ticket? To have to save the ticket, and then reopen it and add resolution text, is a complete waste of time, so I hope we can enter resolution text right off the bat, so that we can submit the new ticket in a closed status with resolution without having to touch it again.
0 Comments   [ + ] Show comments


All Answers

The Resolution field will only appear in the ticket once the ticket is saved, so as such it is not possible to enter that data when the ticket is first opened.

I would suggest that you create a ticket rule that identifies the ticket need to be closed and then runs every 15 minutes to clear up
Answered 02/04/2016 by: Hobbsy
Red Belt

This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ