A series of improvements have been made that target the resolution process on Incidents. This should make resolving tickets quicker and more efficient, and the data more accurate.
- “Closure Information” only appears when the ticket has been set to Resolved (this declutters some of the form when the ticket is active). Upon Resolution it also becomes the active tab when in tabbed view and the browser window focuses on it.
- “Closed” and “Closed By” has been replaced by “Resolved” and “Resolved By” as this is the data we need to see (closure is a system action that happens five days after resolution)
- “Resolved” and “Resolved By” is cleared if a ticket is reopened (previously this was not updating if the ticket was resolved again at a later date and/or by a different person)
- When resolving a reopened ticket “Resolution Notes” is also cleared. The notes should be completed again to acknowledge that it is being re-resolved so the customer doesn’t simply get a copy of the original Resolution Notes. The pop-up text when resolving a reopened ticket has been changed to reflect this.
- If a ticket is set to Resolved in error, the field is no longer read-only so it can be set to an active state again without having to refresh
- Read-only and writeable fields for Resolved/Closed tickets are now behaving more consistently