Resolved Status
The "Resolve" action enables requesters to review and verify solutions for Incidents and Service Requests, with options to accept, reopen, or automatically close the ticket after a set timeframe.
Description
The additional “Resolve” action allows ticket types “Incidents” and “Service Requests” to be made available for review by the requester and marked as “Resolved.” Once the solution is verified by the original requester, the ticket can be closed by the requester. If the solution does not meet the desired outcome, the requester can return the ticket to editing mode. If the user does not respond to the provided solution within a defined timeframe, the ticket is automatically closed.
Scope of the extension
After installing the extension, a new “Solve” action and a new value are available for the closing reasons.
The action is initially configured for faults and service requests in the Service Desk and Queue Management.
Usage and functionality
The “Resolve” action makes it possible to provide faults and service requests to a requester for checking and to assign the status “Resolved”. The Resolve wizard is similar to the Close wizard and provides the same content and information.
The proposed solution can be checked and the ticket can then be finally closed. If the solution does not have the desired effect, the ticket can be put back into edit mode.
If the user does not respond to the proposed solution within a specified period of time (14 days by default) to the proposed solution, the ticket is automatically closed.