Different Resolution Profiles for SR & IN

[Kelvin]

Is it possible to have a separate set of Resolution Profiles for Incidents and Service Requests?

[Steven Boardman]

Hi Kelvin

When you are setting up your Request and Resolution Categories in the admin tool, it is not possible to define different set's for different request types. But if you consider the structure you need for the different Services areas you support, and if there are needs for different ones per Request types when you are creating these, you can then in the SM app and Services configuration for each Service you offer, and for the different request types per Service, set different starting points for your Resolution Category tree for Incidents logged against the Service, or Service Requests logged against the Service.

This will result in only the Categories below this starting point being shown on the Resolution action and Resolution Category Tree for that Service and that Request type.

 

I hope that makes sense

Steve

 

[Kelvin]

Yeah that sounds perfect