Making "Resolve Linked Requests" option more eye-catching

[Lauren]

Hi

We've received some feedback from our analysts that the "Resolve Linked Requests" drop-down on the "Resolve" tab isn't obvious enough, and I can't help but agree. We've unfortunately seen several critical incidents be resolved by analysts then child incidents remain open for some time, causing a breach. Obviously some of this can be avoided with training.

When resolving a critical or high priority incident, it is likely that child incidents will be associated and therefore need resolving at the same time as the parent incident. Similar to the "Reopen" and "Edit" button, could an additional button be added that says "Resolve Linked Requests" (preferably next to "Close")?

The reason we cannot use the "Resolve Linked Requests" node in the business process, is because often a parent incident will have a problem, known error or change request associated which we do not want resolving at the same time as the incident.

Thanks

Lauren

[BobbyB]

Hello, this would definitely help to ensure all child calls are resolved promptly..

 

Thanks,

[Alisha]

+1 This would be really useful for us if this could be done please.

[Guest Chaz]

@Lauren You can target a specific Request type when resolving linked Requests through the BPM

I'll put this suggestion to the team and we'll see if there's anything we can come up with



 

[nasimg]

On 2/18/2019 at 11:57 AM, BobbyB said:

Hello, this would definitely help to ensure all child calls are resolved promptly..

 

Thanks,

+1

Nasim

[James Ainsworth]

As part of the Service Manager update build 1819 we have made a slight change in the behaviour of the Resolve button when there are linked requests.  Now, when you click on the Resolve button it will show the both options to make the two choices more obvious.  I hope that helps.