Solutions in Resolution

Idea created by Jamie Milks on Jul 1, 2016
    Long term plan
    Score35
    • Jamie Milks
    • Todd Thomas
    • Chris Barrett
    • Alex Hess
    • Bernard Welmers
    • jwheeler@angelsprings.com
    • Matthew Mierzejewski

    (Originally posted on 26, May 2016)

    You can currently add a solution to a ticket via the comments box but not through the resolution box.  There are several ticket types that only require a solution notification and it would be more efficient if we could attach the solution to the resolution box.

    Use Case:
    User emails the internal help desk for an external product issue, facilities uses a different system. We have a solutions that informs the user of the correct submission path.  Rather than send multiple notifications around the same time, it would be beneficial to be able to just send one, the resolution email, with the solution.
    What problem will this feature solve?: