Gary@ADL Posted August 25, 2016 Share Posted August 25, 2016 Hi Guys, can anyone point me in the right direction of setting resolution text via the business process, I can get it to set the resolution category, mark it as resolved, but I cant seem to find where to set the resolution text field ( H_resolution ), which is used in the resolution emails sent to customers. cheers Gary Link to comment Share on other sites More sharing options...
Victor Posted August 25, 2016 Share Posted August 25, 2016 @Gary@ADL not currently possible via BP... Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 25, 2016 Share Posted August 25, 2016 Hi Gary, Thanks for your post. Out of curiosity, I'm interested in the type of message that you would like to include in the resolution. I would normally see the resolution as something unique to the request but I'm assuming that you are looking to provide a standard response, possibly under certain circumstances? Regards, James Link to comment Share on other sites More sharing options...
Gary@ADL Posted August 30, 2016 Author Share Posted August 30, 2016 Hi James, yes you're correct, we have quite a few tasks that we perform straight over the phone, (such as password resets, remote session disconnections etc), and so we have setup a few catalogue items that link to a workflow that basically populate all the info the analyst would (except resolution text) to save time and typing the same thing repeatedly. we've got around this so far by setting the logging description to something suitable (which also displays on our resolution emails). but the resolution text currently just says ' resolved by business process engine' or similar. Link to comment Share on other sites More sharing options...
samwoo Posted August 30, 2016 Share Posted August 30, 2016 Hello, This would be useful for us too. Thanks, Samuel Link to comment Share on other sites More sharing options...
Victor Posted August 30, 2016 Share Posted August 30, 2016 @Gary@ADL @samwoo from my understanding, Service Manager 2.32 will have a new functionality around BP configuration where all these automatic timeline updates can be changed and a manual customised update can be made instead. Perhaps this would be an alternative... however, I have not tested this new functionality so I can't say to what extent this can be used. Link to comment Share on other sites More sharing options...
m.vandun Posted November 15, 2016 Share Posted November 15, 2016 Hi, I'm also interested in changing this as we currently close around 50% automatically by finishing a certain task and 50% by closing the request manually. We always send a customer an email notifying the closure of the ticket with the resolution. Regards, Mark Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 18, 2016 Share Posted November 18, 2016 Thanks for your posts. I have added a change proposal into our backlog to look at including this in a future release. Regards, James Link to comment Share on other sites More sharing options...
m.vandun Posted December 13, 2016 Share Posted December 13, 2016 Hi @James Ainsworth, Is there an ETA known for this change? As we are a dutch organisation it is a bit strange to have an English closure message in our dutch emails. Also this type of message is not providing a reason to our customer why a request has been closed. Below is an example how the email will look. Regards, Mark Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 13, 2016 Share Posted December 13, 2016 Hi Mark, This is currently with our development team. I'll check to see if they have a date scheduled for this yet. Regards, James Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 7, 2017 Share Posted April 7, 2017 @m.vandun @samwoo @Gary@ADL Just a quick update on this one, the work has been completed for this and will be available in a Service Manager update within the next couple of weeks, watch out for the release notes. Steve Link to comment Share on other sites More sharing options...
Gary@ADL Posted April 11, 2017 Author Share Posted April 11, 2017 nice will keep an eye out for this one - thanks @Steven Boardman Link to comment Share on other sites More sharing options...
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