Hello ... we are using MyIT with Smart IT.
Currently when the request is completed - no solution is available ootb at the Request.
- therefore the link to the request for the enduser does not show him the solution
- also the solution mail does not include the solution ( as it is not available at the request )
Suggested Workaround from BMC is:
- copy the solution at the Incident as a public comment.
Our desired solution would be:
- when solving the Incident, please include a checkbox "copy solution to request".
- or introduce a new field "public solution" (which is copied to the request)
- the solution would then be available with the link to MyIT and in the notification email
Thank you, Robert