Service Desk - Add Quick Resolution Tickets
Allow Service Desk staff to create quick resolution tickets. Choose Action -> Quick Resolution Ticket (This is above and beyond the typical Add New Ticket)
This would be a quick customized form for tickets that wouldn't normally be tracked (ie. Username/Password resolutions on the phone.) Some of these support calls take too long to create a new ticket, save and then re-enter the ticket to add a resolution to close.
This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.
Can you tell us what Response Templates do not allow you to do.
Drew Dalton commented
Joe, I created a process for password reset. I entered a resolution as part of the process. When I start the process it doesn't allow me to save without a resolution. It doesn't matter how I set the resolution field (required, user modify, etc). How did you solve this?
Kris Clymans commented
This is an option offered in Helpdesk Authority (which we are migrating from to KACE). It is very handy for the quick, repetitive tickets like password resets. The process idea is a good one though. We'll have to look into that.
Joe Grinstead commented
We accomplished this with processes...works really well...we have processes for our Help Desk team such as "Password Reset" which creates a ticket defaulted with appropriate information including Closed status. All they have to do is change the submitter and save it.
I think this is a great idea, it would really make life easier in an environment like mine where the majority of tickets are entered by help desk staff after the issue is resolved. The process of an extra click to change the submitter field, as well as saving the ticket, then re entering it to fill in the resolution often takes longer to do than amount of time actually helping the user.