(Originally posted on 22, January 2016)
In our use case, we require to input additional information after the incident has been closed. i.e. a summary on the problem, what spareparts are used in case of hardware or even update who are the technician attending the onsite service. This information usually come later on when the ticket has been closed or when recap all our incidents.
We know that we can input this information in the comments.
However, by doing so , we unable to track or create specific reports against the data that we have inputted.
Hence, the only way to do so is by creating custom fields in the incidents. To be able to input this data, we have to open the incidents because we cannot change any information when the incident is closed.
However, if we were to open the incidents, input the details and closed it again, the incident resolution time will be updated too which results in incorrect SLA calclulation.
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