Resolution - ability to prefill resolution text

[Martyn Houghton]

It would be really useful to allow our 2nd Tier Analyst to prefill and save the resolution description and category on the request, but only save it, not actually complete the resolution step. This way they can enter this information when they believe the issue has been resolved whilst awaiting the customer to confirm resolution. Then on the customer response our 1st Tier Team or colleague in the supporting team can complete the resolution step on the customers confirmation without it having to be done by the request owner.

This appear to be technically possible as in affect these fields are populated when a request is 're-opened' with the original resolution information, so it just seems to be there needs to be an open to save them in the user app without completing the resolution step.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Thanks for your post. 

I was just wondering about the use of the Update Action on a request for this purpose.  The Update Action is predominantly there for this purpose, so others can collaborate and provide possible reasons for an issue or provide potential fixes.  Maybe missing from this is the ability to easily take the information in a post or comment and add it to the resolution.  The added benefit to keeping it in the Timeline is that people following the request will instantly get visibility of this potential fix.

Regards,

James

[Martyn Houghton]

@James Ainsworth

If there was a Save/Draft button on the resolution action tab, which then saved the values and created a timeline update, that would achieve both, whilst not requiring the manual copy and paste back into the Resolution action tab.

We could then use the BPM to check if the resolution text/category is not blank and automatically resolve the request without manual intervention when the customer responds.

This would also lend itself to having the option on the portals for the customer to have a button to confirm resolution and trigger the process themselves.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

In parallel to this we are looking at completing the resolution text with the 'Completion Details' from a human task, but the issue then is how we capture the Resolution Catergory. It would still be useful to have the ability to Save both the Resolution Text and Category, without having to actually 'Resolve' the request.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

Is there any update on the ability to 'Save' the Resolution Tab details without having to 'Resolve' or  'Close' the request?

We want our 2nd tier team to pre-complete these so that when the customer confirms resolution or does not respond, out 1st Tier Team can trigger the resolution of the request automatically in the BPM.

Cheers

Martn

[Steve Giller]

@Martyn Houghton

I set up an Update Request -- Resolution Text node as follows

which has pre-populated the Resolution Text (you can edit this via the Edit button) and has not resolved the Request.

Is that what you're looking for?

I used a hard-coded phrase, but you could easily inject a variable from a Human Task or other source as required.

[James Ainsworth]

@Steve Giller that sounds like a nice solution.  

@Martyn Houghton using this, you could add a custom field to the request that is called something like Proposed Solution and then using Steve's idea, you could populate the resolution text using a variable that takes the value from this Proposed Solution field.

[Martyn Houghton]

@Steve Giller @James Ainsworth

Thanks for the suggestion, but the aim is for the analyst to complete both fields. I have toyed with the idea of populating the field from the BPM based on an Human Task Reason/Outcome, but it not possible to capture the resolution category this way due to the complex tree structure of the resolution categories. In this case the owner still has to go in and set the resolution category at the time of setting it to resolved, which then defeats the point.

We simply require a 'Save' option along with the 'Resolve' and 'Close' option which updates the two fields but does not process any timer or status changes.

Cheers

Martyn

[HHH]

This would be helpful for us as well. Currently our second line provides an update and our first line copies this into resolution before resolving it.
It would save us a lot of work while at the same time allowing our first line some knowledge transfer on the solution rather than the second line resolving themselves.