aradcliffe@hypedc.com

Resolving an incident from the Incident list

Discussion created by aradcliffe@hypedc.com on Feb 12, 2016
Latest reply on Apr 17, 2016 by Ramon Geertjens
When you change the status of an incident to Resolved when within the ticket, a field appears that prompts for the resolution. It is good practice to ensure that users describe the steps they took to resolve an issue. (I'd like the Resolution field to be mandatory, also, but that's a separate request).

However, a user can change an Incident state to Resolved from the Incident list, and there is no prompt for the Resolution field to be completed. Allowing tickets to be resolved straight from the list bypasses best practice. 

Can we control what states are available to change to on the list? or is there another solution I'm not aware of?

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