Resolution Template

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 .