enhancement Snippets/Solutions/FAQs

[Jeremy]

When setting up snippets, solutions or FAQs for Resolution, is it possible to set the closure category? This would help make things quicker for our Service Desk and also ensure consistency of closure categories.

[HGrigsby]

+1  for us as well please. like this idea, we are looking at redoing the closure codes again.

Helen 

[James Ainsworth]

Hi @Jeremy

Thanks for your post.

If you have well formed snippets, could you already achieve this using the BPM?  Have the BPM check for a string of text within the resolution and then update the closure category using the Update Request->Closure Category.

[Jeremy]

@James Ainsworth we can't do this in the BPM as we can't decide the nature of the closure as this is decided by the text that is in the description or via a conversation with the customer.

This would just save some time for our guys on the Service Desk

[Steve Giller]

@Jeremy If it can't be automated in the BPM, how do you envisage it being automated by a snippet?

The way the original description reads, you're asking that if Snippet X is selected for a Request Closure, then Category A is applied, and if Snippet Y is selected for a Request Closure, then Category B is applied, etc.
Checking for content unique to Snippet X in the BPM and applying Category A would do exactly that.
There must be part of the requirement we are not understanding here, can you elaborate?

[Jeremy]

@Steve Giller @James Ainsworth the snippet is being selected by the analyst so this is done on the fly, we just thought that when you set these up for resolutions then we could attach a resolution category this would mean that any analyst could do it and not have to rely on hard coding things into the BPM which will change over time.

[Steve Giller]

@Jeremy If it's a resolution snippet, it's surely being selected as part of the Resolution Action?

If so, once resolved, the BPM can pick up the snippet Resolution Text contents as per James's suggestion and apply the Category.

Conversely, if specific snippets go with specific Categories, why not select the category then update the Resolution Text based on the selected category?