KACE Product Support Question
Benefits to Using "Resolution" Field?
03/15/2018 1262 views
I just accidentally deleted my entire post! I had a really nice, detailed post created but I accidentally just clicked backspace while clicked on the webpage itself which brought my browser back one page, and when I clicked forward everything was empty!
Anyways, I will make this shorter and sweeter this time.
First off, hello everyone! I recently have been employed by a company in their IT department, which uses the KACE K1000 software for their ticketing. I was hired about a month ago, and have been learning LOTS about KACE since then. One of the biggest resources I've used so far is this website/forum. I've already learned a lot of cool things! Thank you for making the learning process so much easier!
Now, onto my question:
At my organization, when we create and reply to tickets, we do the entire thing in the "Comments" area of the ticket. When an end-user emails into the IT department, KACE automatically creates a ticket with their email in the "Comments" area. All subsequent replies to the email from us (and from the end-user, and so on) are appended onto the ticket as a Comment again. The entire email dialogue between IT department (us) and end-user (them) is logged in that ticket under the "Comments" field. When a resolution is obtained, we just go into KACE, make sure all of the information (such at the category, the technician, priority, etc) is correct, and we close the ticket. We never add anything into the "Resolution" field. Since the entire dialogue is logged in the ticket as "Comments", we figure there is no need to add a "Resolution" (since it is basically right there in the Comments area).
My question is simple: Is this the best way to do things? Is there some kind of benefit to adding, say, the last comment on the ticket (which 9 times out of 10 contains the final resolution used) into the "Resolution" area/field? I'd imagine there may be some kind of organizational benefit to doing this, but I can't seem to see it. So, I'm asking this great community!
I look forward to hearing everyone's opinions! Enjoy the remainder of your day!
Answer Chosen by the Author
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In your environment it doesn't sound like there is a need for the resolution field, it's really a process question. In my environment we do not include all of the email conversation in the ticket and the user gets emailed the resolution when the ticket it closed. In some instances, the only emails that the user receives are from the Helpdesk when the ticket is assigned and then when it is closed, because there is no need for further communication, e.g. "please do this", "okay, it's done" types of requests.
The other benefit to a resolution field is that it makes it easier for a future technician to quickly find out how a ticket was resolved, without looking through the entire comment thread. But again, this is more of a process question and the K1000 provides the flexibility to fit your process.
Bonus tip: If you aren't using the resolution field, you can hide it in Service Desk, Configuration, Queues, select the appropriate queue, Customize Fields and Layout.
Answered 03/19/2018 by: chucksteel