h_resolution in capture?

[Alisha]

Hello,

Is it possible to use the h_resolution field in a capture so that the analyst can enter the resolution at the time of logging the request? These would be for requests that resolve automatically. Instead of setting a generic resolution text for everything in the Business Process, we would like to type in what the resolution is at the capture stage.

Many thanks,
Alisha

[Steven Boardman]

@Alisha you can't map a custom field directly to the resolution field in a request in progressive capture, but you can have a custom field in your progressive capture which captures the resolution, and then in your business process use the update > resolution option and inject that progressive capture answer using the variable picker.

Hope that helps

[Alisha]

@Steven Boardman Thanks for your quick reply. I was just hoping it was an option because we're running out of custom fields!

[HHH]

I put a field in the progressive capture that only shows if the request is raised by the analyst, "Do you have a resolution already" which they can fill out if they have a resolution ready and for example give it over the phone.
Then the BPM checks if there is content in that field and if so branches to put that field content from the progressive capture into resolution, and automatically resolves the ticket.