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Skilled Expert
Cara
Apr 13, 2026 11:31 PM UTC
Submitted

Resolution Notes - Mandatory

Related products:Freshservice

Why can you only make the Resolution Notes mandatory on Closure in the Major Incidents. This field should be able to be made mandatory on all ticket types. 

 

At the moment we have no way of forcing this field to be completed as it is not in the Business Rules to be able to be selected, it is not in the Field Manager to mark as Mandatory and the only place it appears is in the Closure Rules and is only able to be done on Major Incidents. This is not useful. You should be able to utilise this field (seeming it is visible on all ticket types) and make it mandatory upon closure.

 

Also we cannot make it mandatory for other Closure types other than close or resolved. Major Incident in our system also use the Closure Reason of Restored but we cannot make this field available if that is selected, which makes the field almost unusable.

      5 replies

      Contributor
      SteveDewSWR
      Contributor
      Jun 24, 2026 2:36 PM UTC

      Hey Cara,

      We were able to create a Business Rule for this. Hope this helps 😄

       

        claytonsaid
        Top Contributor ⭐
        claytonsaidTop Contributor ⭐
        Top Contributor ⭐
        Jun 24, 2026 2:42 PM UTC

        Same here ​@Cara , we applied ​@SteveDewSWR’s Business Rule.  

        It was actually recommended to us by Freshworks as a means to optimise Freddy AI accuracy (resolution notes are key to suggestions, trend detection etc… ) 

        Clayton
        Top Contributor ⭐
        RazorTop Contributor ⭐
        Top Contributor ⭐
        Oct 6, 2026 3:28 PM UTC

        Still waiting for this to be implemented, can still currently only do it with MIs

        We’re still using the textbox in ticket properties as the Resolution Note tab is still effectively useless due to it having zero options outside of MIs and you can’t run workflows against it, it’s been years now.

        Top Contributor ⭐
        RazorTop Contributor ⭐
        Top Contributor ⭐
        Nov 3, 2026 2:01 PM UTC

        Still waiting for this to be implemented, can still currently only do it with MIs

        We’re still using the textbox in ticket properties as the Resolution Note tab is still effectively useless due to it having zero options outside of MIs and you can’t run workflows against it, it’s been years now.



        Replying to myself as I have integrated the functionality as follows:
        As above, add the mandate via a business rule:
         


        Then added a workflow to copy the contents of the Resolution Note into a private note on the ticket for easy viewing later:
         

        ​​​The private note is formatted as follows:
         

        Ticket {{ticket.id}} resolution summary
        Ticket Agent {{ticket.agent.name}}
        Resolution Note {{ticket.default_resolution_notes}}

         

        We have a user resolved scenario that auto closes tickets which also adds it’s own note but that is out of the scope of this thread.

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