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Hi all,

First time poster in this forum and still very fresh to FreshService.

As a Business Rule we've set to Mandate a Resolution Note when the ticket is set to Resolved. Today, I’ve found out that Business Rule is ignored when you answer someone in the ticket and use “Send and set to Resolved”.

We want all resolved tickets to have a resolution note in it. I don't mind if people use “Send and set as Resolved”, but in that case I do need the resolution to be filled in. Right now, this needs to be done manually.

The question: Can I disable “Send and set as Resolved?” or “Can I make sure the actual message (without Hi…, and without best regards) is set as resolution note?”

I could be missing other, maybe even better, solutions. If so, please let me know.

Thanks in advance!

In your business rule, you need to select the advanced setting, “Apply System Wide” and then it will work as expected :D 

Thanks! This indeed did the trick.

To ensure resolution notes are included in all resolved tickets, consider these steps:

  1. Review Business Rule settings to ensure resolution notes are mandated.
  2. Explore custom workflows or integrations for automated note creation.
  3. Contact FreshService support for further assistance.
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