should i use kace resolution field or just use comment and work note fields?
Im trying to determine if I should use the "resolution" field in KACE as opposed to just typing in comments and adding work notes? Is there any benefit to using that field instead of a final comment / work note?
Thanks
Answers (2)
If you are using the system rules to communicate with the submitter then you get a variable to send them the resolution when the ticket is closed. If you are writing custom rules for your ticket closed notification then you can always just send them the last comment.
One advantage to using comments is easy inclusion of knowledge base articles in them. There isn't a good way to have a knowledge base article automatically added to a resolution, so that's a point in favor of using comments (if your organization uses the KB heavily).
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So if I intend to use custom ticket rules, then dont even bother with resolution and just use comments and work notes? That variable for resolution when using the system rules is about the only thing? Thanks for the response! - mwaters4 11 years ago
I used both and actually required a resolution before a ticket was able to be closed. There were a couple of reasons for doing this, but I think the most useful was including the resolution text in the ticket closure email.
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so how do you differentiate when to use comment and when to use work note and when to use resolution? - mwaters4 11 years ago
