AnsweredAssumed Answered

Custom resolution codes. Am I missing something?

Question asked by Chris McPheat on Oct 5, 2017
Latest reply on Oct 6, 2017 by Chris McPheat

I welcome the addition of the custom resolution codes. They are a really useful feature (especially for reporting) and we have started to implement these across our service desk - but there's one particular thing that is puzzling me. 

 

I have completely removed the default code "Done", and replaced it with a custom code more suitable for ourselves. 

 

 

 

However, I've noticed when we tick off the final task within a catalogue item's process, the Incident is resolved automatically with the resolution code "Done". 

 

 

 

 

I was hoping I'd be able to change that, but I can't seem to find it anywhere.

 

Within the "Custom Resolution Codes" section (Setup > Service Desk > Custom Resolution Codes) there is the option to "set as default", but as far as I can tell, this does not affect tickets which are automatically resolved when the final task is completed. 

 

Am I missing something? 

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