KACE Help Desk: Require resolution entry when ticket status changes to "Resolved"

I am looking for a way to require a resolution be entered when one of my team members changes the ticket status to "Resolved".  I see that there is a way to require a resolution on close, but what about requiring it with a different status change?  

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Answers (2)

Posted by: Hobbsy 3 years ago
Red Belt

The standard function requiring data to be in a Servicedesk field only caters for ‘on update’ or ‘on closure’ situations. To setup your queue so that data is required to match other criteria, such as change of status, can only be done with a complex ticket rule that checks to make sure data is filled in, otherwise the changes are reverted. This is done using the ticket change table, but even though it does what you want, you do not get pop ups or reminders to provide data in the same at as using the standard function.

why not change your ‘Resolved’ status to a ‘Closed’ state and then the standard function will work just fine?

if not, and you have to build the function in, it would typically take us (as Quest, in the UK) a day or two of pro services to build and test, just give us a shout if we can help

  • My internal process is once a solution to the ticket has been completed, the tech changes the status to Resolved which kicks off an automated email notifying the customer. I would like a resolution explanation be required so that that info can be included in the automated email. The ticket then auto closes after 7 days unless a response is received back from the customer. The customer is going to want to know what the resolution was to their issue. I’m trying to avoid my techs skipping the step of entering a resolution by making it required upon the status change to “resolved”.

    I’m looking for the code that would accomplish this complex ticket rule. - jpigeon 3 years ago
Posted by: chucksteel 3 years ago
Red Belt

Have you tried to use the wizard to create a ticket rule that will set the status of a ticket to opened if the status is Closed and resolution field is blank?

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