Resolutions are useful in helping you track how certain Tickets are solved - potentially creating a knowledge base. Create resolutions for particular types of tickets in order to automate the process of closing a ticket.
Using this guide, you can:
When you resolve or close a Ticket in Accelo you may have a progression action associated which asks you to specify the resolution type. A resolution is a form to take notes on how a Ticket was resolved in order to resolve or close the Ticket.
The process for modifying Ticket resolutions is very similar to handling Ticket classes. An admin user can review the list of resolutions and add new resolutions or make changes.
To view your resolutions:
The list of resolutions will be organized with columns by the current status of Tickets matching that resolution. The statuses are shown as differently colored books.
See a list of Tickets under each status matching a particular resolution type by clicking on any available data under the appropriate status.
For example clicking the ‘2’ in the image below will show you a list of Closed Tickets whose resolution type is "Configuration Error".
To add a resolution:
Manage, edit, and delete Resolutions to ensure that all information is entered accurately.
To edit a resolution:
To add a child resolution:
To delete a resolution: