When a ticket is resolved either Incident/SR Customer will see same options. Can this be modified?

[Sahana. Shenoy]

Hi, @James Ainsworth 

Could you please advice, when a ticket is resolved either Incident/SR Customer will see same options for both Incident and SR's. Is it possible to change this Display label It's working and It's still broken ? As this appears same for Incident and Service Request.

We need to change this label for SR's, please advice where can we change this value?

Regards,Sahana

[Steve Giller]

If you go to Admin->Service Manager->Translations and type "working" in the filter you'll see the translation options for the various places "It's Working" is displayed. Then use "broken" and you'll see the option for "It's still broken"

 

[Sahana. Shenoy]

Thanks @Steve Giller for the quick response. Yes, I found it now.

 

[Sahana. Shenoy]

Hi @Steve Giller 

There are a list of service setting for Translation Key with the different view settings. I tried modifying the below highlighted with just a '.' (dot) at the end, but it looks like the changes takes place for both Incident and Service Requests. I would like to change or re-word It's still broken for SR's alone. Which is the exact Service setting I should make the changes to? so it won't impact the Incidents?

 

[Steve Giller]

31 minutes ago, Sahana. Shenoy said:

Which is the exact Service setting I should make the changes to? so it won't impact the Incidents?

There aren't separate translations for the different request types, I'm afraid.