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Resolution categorys and resolution to sollution draft

I would like to be able to record the resolution when a ticket is resolved, along with a resolution category. You could also add an checkbox that added the resolution to solutions. This way it would be really easy to add solutions, or at least draft out the solutions while the incident is "fresh". Then you could go back and make a solution article when you have time, or assign the writingto someone else if you have that kind of resources.


Resolution categorys really are helpfull to report on when trying to get an idea of what kind of issues you have, and what causes them. 


2 people like this idea

This would be really helpful in building a large Solution base with so many tickets being put in?


Is there any update on when this feature will come in?


Thanks


1 person likes this

I created a custom field for resolution but it would be easier for reporting and customer notifications if there was a separate field for resolutions as part of the product. Luke is also correct with being able to create Solutions articles for workarounds and other resolutions and building a large knowledge base. 


Adding classifications for resolutions also helps to identify first call resolutions and Problem trends.


Will this be implemented at any time? Surely it couldn't be too difficult to add a field to the ticket.

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