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Status Future consideration
Workspace Control Desk
Created by Guest
Created on Jan 5, 2021

Solutions History

While closing a ticket the helpdesk engineer enters an adhoc solution. When user reopens the ticket and it moves through the normal process flow, the solution provided earlier is rewritten. If this is not an approved solution this is not saved anywhere in the Failed Solutions history of the record as well. There is no way to identify what solution was provided in the first place.

Requirement is to have a process/method to reset this solution(symptom/cause/resolution) field and save it in history for future reference.

Idea Priority Urgent
Use Case
While closing a ticket the helpdesk engineer enters an adhoc solution. When user reopens the ticket and it moves through the normal process flow, the solution provided earlier is rewritten. If this is not an approved solution this is not saved anywhere in the Failed Solutions history of the record as well.
RFE ID 147675
RFE URL
RFE Product IBM Control Desk
  • Guest
    Feb 8, 2021

    We are looking for a way to determine which solution(s) were not successful in previous attempts when a ticket is reopened.
    We are looking for a means to store the failed solution. Currently only approved solutions are attached to the ticket as failed solution. We want a mechanism to track the earlier Symptom,Cause,Resolution entries (even if it is not an approved solution).

  • Guest
    Feb 5, 2021

    Can you please confirm the exact expectation for this requirement? When a ticket is re-opened, you are looking for a way to determine which solution(s) were not successful in previous attempts. Meaning failed solutions are stored? Can you please confirm? Thanks a lot.

  • Guest
    Jan 21, 2021

    Steps:
    1) Helpdesk engineer Resolves (Meant resolved when typing closed in RFE)the ticket by entering "Symptom,Cause&Resolution".
    2) Ticket status is now resolved
    3) End user however is not satisfied with the resolution and reopens the ticket
    4) The old solution provided by the Engineer is probably not complete.
    5) The engineer again works on the ticket and fills in "Symptom,Cause&Resolution"
    6) The original solution provided is overwritten or is lost completely as the engineer might have deleted it. There is no way of finding this information.

    Requirement is to save this solution in a history table linked to ticket so that all the solutions thus provided for each ticket is available for view.

  • Guest
    Jan 21, 2021

    We need some more details about the term "reopen" in order to be in the position to assess this request: can you please detail exactly the steps performed here?