Adding a Resolution

 

Using enter resolution option you can add the answers for the issues reported in the requests.

 

To enter a resolution,

  1. Click the Work Request tab in the header pane. The request list view page opens.

  2. Click the Title of the request to which, resolution needs to be added. The request details page opens.

  3. Click the Actions menu on the top right side of the page --> select Enter Resolution option under Resolution. The Resolution page opens as shown below,

  1. First check if a resolution already exists for the request if not click the Resolution tab in the Request Details page.

  2. If no resolution is available for the request, specify the resolution in the text field.

  3. You can also add time spent entry details for the request by enabling Add Work Log check box as shown below,

  1. Specify the supervisor name, time taken to resolve, supervisor's cost/hr, incident cost, executed time and description about the work log in the given text fields.

  2. Save the resolution. You can see the resolution getting displayed in this page. OR you can also Save and Close the resolution

  3. If you wish to add the resolution to the solutions database, then click Save and Add to Kbase.

    1. On selecting Save and Add to Solutions, you get a New Solution form. The title of the solution is automatically filled with the title of the request. The Contents is filled with the resolution. If you wish you can edit the contents.

    2. From the Topic drop-down list which contains all the available topics, select the relevant parent topic for the solution. This is a mandatory field.

    3. Enter relevant keywords for the solution in the Keywords text box. Separate each keyword by a comma. This option is provided for the users to improve the search capability and get appropriate solution for the problem.

    4. If you wish to publish this solution in Kbase of Self-Service Portal then select the corresponding check box.

  4. Click Add. This adds the resolution to the list of solutions.

These added resolutions can be used for various purposes. One of them is to add these resolutions as knowledge base articles which can be used for future reference to solve the same issue if reported. The resolution of the request also helps other supervisors to know the kind of solution provided to the reported issue. This serves as a documented proof of the way a reported issues was resolved.

 

Edit Resolution

  1. From the request details page, click the Resolution tab.

  2. Click Edit link on the right hand side of the page. The resolution page opens in editable format.

  3. Modify the details and Save the changes.

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