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Now Available: Custom Resolution Codes

Document created by Brendan Cooper

on Jun 30, 2017•Last modified by Brendan Cooper

on Sep 5, 2017

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Samanage is excited to announce an enhancement that will allow you to customize your ticket resolution codes. This feature gives you the ability to better define your resolution criteria, giving you greater insight into the trends impacting your organization.

System Administrators can access the Resolution Code interface via the Service Desk section of the Setup menu. We will provide a pre-populated list of common resolution codes and give you the options to:

Add, edit or remove resolution codes
Set a ‘default’ resolution code
Make resolution codes and descriptions mandatory when resolving a ticket

As we continue to improve Samanage, we appreciate your feedback. Let us know what you think about this enhancement!

Your Samanage Team

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Binosh Moothedan Jul 15, 2017 9:53 AM
Looking forward to this. Long waiting.
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Byrd, Tracy Jul 18, 2017 3:08 PM
This is great! Thanks.
I do wish we had the option of preserving the previous resolution of a re-opened incident.
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Donna Jay Jul 20, 2017 10:17 AM
Also looking forward to this change. When will this be available?
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- Yuval Pecht @ Donna Jay on Jul 23, 2017 4:57 AM
  Quite soon.
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  - Ruhi Sharma @ Yuval Pecht on Aug 29, 2017 10:15 PM
    Hey Yuval Pecht - when is this available?
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Christopher Burkhart Aug 7, 2017 4:58 PM
This is long needed. Right now we aren't using the existing codes as they are a little "abrasive."

"Will not fix" and "Works for me" have caused some concern. Much rather use a more professional. "Working as expected" and "Can not duplicate problem" found in other solutions.
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Brendan Cooper Aug 30, 2017 10:54 AM
UPDATE: We are sorry for the delay, but assure you this will be released soon. The reason for the delay is we have increased the scope of this feature. Not only will get you the above features, but we will also add resolution codes to the incident index filtering AND bring resolution codes into the reports module! Please keep following this post for updates on the release.

Thanks!

Brendan
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Byrd, Tracy Sep 6, 2017 8:09 AM
Thanks for this, it is very helpful. Does this change affect, or allow any modifications to, the resolution codes that seem to be automatically associated to Service Requests. Even though "Done" was the first code I changed, "Done" is still the resolution code sent when a Service Request is finished processing. I'd very much like that to be customizable as well.
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Chad Brown Sep 11, 2017 1:50 PM
I see this is now available. Hate to look the Gift Horse in the mouth, but is there a way to REMOVE some of these, so there aren't so many? In our environment we are looking at only needing five resolution codes (Cannot Duplicate, Declined, Delivered, Fixed, Invalid Request).
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- Brendan Cooper @ Chad Brown on Sep 11, 2017 2:13 PM
  Chad Brown,
  
  Yes you can absolutely remove Resolution codes. When you hover over a specific Resolutions Codes in the "Service Desk" section of the setup options, you will see the options to delete. Please let me know if you are having any issues with removing your codes.
  
  Thanks,
  
  Brendan
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  - Chad Brown @ Brendan Cooper on Sep 12, 2017 3:33 PM
    Brendan,
    
    Thank you. My browser was not updated and I wasn't getting any roll-over effects. No idea they weren't working until I tried in a different browser.
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Chad Brown Sep 14, 2017 10:22 AM
We have encountered an issue that may have been missed in testing. There is a disconnect between /setup/helpdesk and setup/portal permissions.

In Setup on the Service Desk sub-module, we toggled on the "Set Resolution as a required field." Expecting this would require our "Service Agent Users" to enter a Resolution Code when they are resolving out incidents. That went as planned.

However, the unintended side effect is our Requester's can no longer resolve their own incidents. In Setup on the Service Portal sub-module, we have enabled "Portal users can mark requests as resolved."

Anyone provide insight on this behavior? It is causing quite a stir around here.
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- Yum Darling @ Chad Brown on Sep 14, 2017 10:48 AM
  Thanks for finding this and letting us know, Chad!! We've escalated this and are working on a resolution (see what I did there?) now. I'll come back and let you know as soon as I hear anything.
  
  Dedicated to your success,
  
  Yum
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Anthony Confalone Sep 18, 2017 1:40 PM
I've created a few new and deleted a few old. I'm trying to drag them into alphabetical order and while I could do so on the first few, it has stopped working. I've closed and reopened browser but problem remains. I switched over to a different browser and problems remains. Thanks for any ideas/solutions.
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- Gustavo Trujillo @ Anthony Confalone on Nov 22, 2017 12:37 PM
  Sounds like a browser issue. No issue on my end.
  -Gustavo
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Now Available: Custom Resolution Codes

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