Im trying to determine if I should use the "resolution" field in KACE as opposed to just typing in comments and adding work notes?  Is there any benefit to using that field instead of a final comment / work note?

Thanks

0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Answers

3

If you are using the system rules to communicate with the submitter then you get a variable to send them the resolution when the ticket is closed. If you are writing custom rules for your ticket closed notification then you can always just send them the last comment. 

One advantage to using comments is easy inclusion of knowledge base articles in them. There isn't a good way to have a knowledge base article automatically added to a resolution, so that's a point in favor of using comments (if your organization uses the KB heavily).

 

Answered 05/24/2013 by: chucksteel
Red Belt

  • So if I intend to use custom ticket rules, then dont even bother with resolution and just use comments and work notes? That variable for resolution when using the system rules is about the only thing? Thanks for the response!
Please log in to comment
3

I used both and actually required a resolution before a ticket was able to be closed. There were a couple of reasons for doing this, but I think the most useful was including the resolution text in the ticket closure email.

Answered 05/24/2013 by: mpace
Red Belt

  • so how do you differentiate when to use comment and when to use work note and when to use resolution?
Please log in to comment
Answer this question or Comment on this question for clarity