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  1. I have an inbound incident.
  2. I press Reply and create a response.
  3. I then press “Send and Set as resolved”.
  4. The right hand sidebar shows Status = Resolved
  5. The interface jumps to the Resolution tab and prompts me to fill in a Resolution Note.
  6. I save the Resolution Note.
  7. If I think to return to the Details tab, I find that the last reply (from 2 above) hasn’t been sent.
    The problem is that I may not think to return to the Details tab
  8.  I press Send
  9. The status still shows as Resolved, but the “Update” button is active.
  10. If I don’t notice that, and click away to another screen, the status reverts to open

This is just too bitty and error prone!

Any suggestions, or ways to remove the “Send and set as...”?

 

You are talking about Freshsrevice? 

 

@alyssia.correa maybe need to move this post 

Sorry, yes, FreshService.

Hey @Daniel Söderlund - done! Thanks for bringing to to my attention.

 

@brendonh - Please do add the queries under the right categories, so we can get the right help quicker

Hey @brendonh 

 

Are you mandating Resolution notes on Resolved?

Hi @brendonh 

Yes, this is indeed an issue.

I’m not sure if classify it as bug, but definitely, from certain point of view, it could be considered.

So, I’d suggest to submit a support case with this very detailed explanation you have given.

Note: We do have the same, but I haven’t submitted it yet to support.

 

I found another bug, reported it, and they actually fixed it, so, there may be a chance for this issue to be properly address by support team.

 

 

Regards,

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