When working with resolutions there are several instances where it will not work for a user and the ticket is re-opened. But if you do not record in both a comment and resolution box the resolution information is lost into the audit log which causes holes in the "conversation." I am proposing that you are able to mark a comment as the resolution and then if the ticket is reopened show those comments as "previously suggested resolutions" so that you can see the timeline of the ticket in a clear and concise way.
|What problem will this feature solve?:|
Losing the resolution, only available in the audit log, if an incident is re-opened.