I have an inbound incident. I press Reply and create a response. I then press “Send and Set as resolved”. The right hand sidebar shows Status = Resolved The interface jumps to the Resolution tab and prompts me to fill in a Resolution Note. I save the Resolution Note. 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 I press Send The status still shows as Resolved, but the “Update” button is active. If I don’t notice that, and click away to another screen, the status reverts to openThis is just too bitty and error prone!Any suggestions, or ways to remove the “Send and set as...”?

Question

Improve my ticket workflow

+6

I have an inbound incident.
I press Reply and create a response.
I then press “Send and Set as resolved”.
The right hand sidebar shows Status = Resolved
The interface jumps to the Resolution tab and prompts me to fill in a Resolution Note.
I save the Resolution Note.
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
I press Send
The status still shows as Resolved, but the “Update” button is active.
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...”?