Track Resolution Comments

Idea created by Jon Scalise on Oct 4, 2017
    New Idea
    Score45
    • Stephen Jephcott
    • Elaine Low
    • DONNA CUSHING
    • Todd Thomas
    • Jon Scalise
    • Alex Hess
    • Bernard Welmers
    • hmeland+samanage@c-isd.com
    • Jacob Tauer

    Currently, if you mark an Incident as Resolved and leave a comment (usually what was done to resolve the issue) it is not recorded/tracked in the comments section below. Sure you can comb through the Audit trail but it is very time consuming.

     

    If you re-open the ticket and resolve it again, the previous comment is not there. There is no record of the first Resolution notes, other than looking through the Audit Logs.

     

    I would like to propose that functionality is added so that when the Incident is resolved, the comment and a label indicating that this comment was marked as a resolution is added to the comments section in the Incident. This will provide better tracking as to what was done to resolve the Incident the first time, and allow other techs working the same ticket to have better insight to what was already done. 

     

    As a current work around, we are adding the Resolution comment as a private comment in the Comments section and copy/pasting it into the Resolution notes.

    What problem will this feature solve?:
    This will provide better tracking as to what was done to resolve the Incident the first time, and allow other techs working the same ticket to have better insight to what was already done. This will provide better communication for escalation techs for Incidents that are re-opened.