Resolution Template

Create resolution templates to handle repeated requests with the same solution and for the workaround and resolution in problems. Resolution templates can be configured for all and are not customer specific.

Role Required: SDAdmin

Configure Resolution Template 

To configure a resolution template,

1. Go to Setup > Templates & Forms > Resolution Template.
   
2. Click New Resolution Template.
   
3. Specify a unique Name and Description for the solution. These fields are mandatory.
   
4. Enable the checkbox to mark this template as inactive. The inactive templates will be grayed out and will not get listed in the resolution template drop-down while resolving a request.
   
5. Click Save.
   

 

List View Actions                   

You can manage the resolution templates from the list view page and perform the following actions:

1. Edit/Delete - Use the icon to edit and delete a template.
   
2. Search Templates - Use the icon to search through templates.
   
3. Customize List View - Limit the number of templates and define the sort order of the templates displayed in the list view using icon .
   

• Related Articles

• Incident Template

  Incident templates are used to build forms with pre-populated data that can be utilized to log incidents quickly. Templates save time and effort by effectively capturing necessary information. Role Required: SDAdmin Benefits: Collect information for ...

• Problem Template

  Configure problem templates to create forms with pre-populated data allowing users to log problem requests quickly. Role Required: SDAdmin Configuring a Problem Template To configure problem templates, Go to Setup > Templates & Forms > Problem ...

• Reply Template

  Configure reply templates for the repetitive responses to requests, thus saving time and easing their work. Reply templates can be configured for all and are not customer specific. Role Required: SDAdmin Configure Reply Templates To configure the ...

• Task Template

  Configure pre-defined task templates for tasks repeated by technicians for different users and scenarios. Task templates can be applied while adding a task to a request, problem, change, project, and release. Task templates are not exclusive to ...

• Customer Template

  Customize the customer template to capture all the customer details required. Customer templates cannot be created or disabled but only edited. Role Required: SDAdmin By default, the following sections are available in the customer template. Template ...