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Resolution Emails

Dan Munns

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Hi all,

Is there a setting to send a resolution email whenever a call is resolved, regardless of where in the BPM the call is resolved?

A number of our calls have been resolved before the end of the BPM and therefore not sent resolution emails to the user.



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Hi @Dan Munns

We don't currently have any automated option outside of BPM that would be able to send an email automatically on a request resolution.

However there are a few ways to help prevent the BPM being bypassed and requests being resolved too early:

  • Prevent Resolution with an open activity - If you use activities in your business process, you can turn on the Service Manager Application Setting: webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities - this will ensure any open tasks must be completed before a request can be resolved
  • Prevent Resolution until a closure category has been added - Similar to above, if you use closure categories, you can use the Application Setting: servicemanager.request.closureCategory.default.required which will ensure this category must be added before the resolution button will work
  • Lock the Resolution Action until required - You can prevent the resolution tab from being active to be selected until the stage in your process when it should be available by using the Access Control functionality. We have a video about how this works here:  https://www.hornbill.com/blogpost/lock-and-unlock-request-actions/

I hope this helps,

Kind Regards


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