Managing Resolution Actions for Tickets

Guide Overview

The following article is designed to give administrators and agents with the correct permissions a detailed overview on how to manage resolution actions for working tickets. 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. Introduction
  2. Editing Resolution Actions
  3. Creating Custom Resolution Actions 

Introduction

Resolution actions are the actions that administrators or agents will take to resolve tickets. These actions will be associated with the issues per model. The actions that you select will appear within the ticket to make the process for solving a ticket fast and simple. 

Please note: Administrators or agents working on a ticket will still have access to all actions by searching in the search bar when adding a resolution action. 

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Editing Resolution Actions

To access the resolution actions click on the Administration Tab on the left navigation bar, then click on the Issues Tab. 

Issues_Nav.png

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Editing Actions for Individual Model Issue

You can edit the actions for an individual model issue. Select the Model and click on the Issues button to the right of the model. 

Next, a pop up window will appear with all issues types. To the right of each issue is a Resolution Actions button. Here is where you will edit which actions will be associated with that issue type. 

Use the checkbox to the right of each action to determine if this action will be associated with that issue type. Click the Save button.

Please Note: By editing an individual model category issue action, it will automatically update the resolution action for the entire model issue.

Resolution_Action1.gif

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Editing Actions for Entire Model Category Issue

If you do not want to edit each individual model issue action, you can edit the actions for the entire model category issue. Click on the Issues button to the right of the model category. 

Next, a pop up window will appear with all issues types. To the right of each issue is a Resolution Actions button. Here is where you will edit which actions will be associated with that issue type. 

Use the checkbox to the right of each action to determine if this action will be associated with that issue type. Click the Save button. 

Please Note: By editing an entire model category issue action, it will automatically update the resolution action for the individual model issue.

Resolution_Action_2.gif

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Creating New Resolution Action

Need to create a resolution action that is not currently in Incident IQ? Click on Create New Action at the top right, inside the pop up window for resolution actions. Next, enter in the resolution action you want to add. Click on the Save button. 

Creat_New_Resolution_.png

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