5 Replies Latest reply on Apr 12, 2018 1:58 AM by Matt Laurenceau

    Incident Form - Next Stage Function; "Resolving Incident Requests"

    Jerome Walker

      Hello. I posted (submitted) this as a Comment on the "Resolving incident requests" bmc Documentation page Resolving incident requests - Documentation for BMC Service Desk 9.1 - BMC Documentation but didn't get any response indicating that my submission was received. So I will post it here in the hopes that a BMC administrator will move it to the correct place and mark this as Answered/Closed/Resolved. Here it is:

       

      "

      (Resubmitting, as my first submission was not displayed upon refreshing the page. Please delete this Comment or consolidate if the first submission was received to preclude duplicate Comments.)

      Hello. I have two possible suggestions pertaining to the Next Stage function for the next revision to ITSM.

      1. When in the Assigned Status, it would seem to make more sense that the Next Stage would take the Status to In Progress rather than Resolved. I suggest considering making this possible in the next revision.

      2. When clicking the Next Stage button to go to Resolved, the dialog box doesn't provide a Resolution Categorization interface, even though a Resolution Categorization entry is required. Then it gives a response that it must be done manually, and you have to do it manually and then click Save again, in order to save the new Status of Resolved. I suggest providing a Resolution Categorization interface in the Next Stage (Resolution) dialog box.

      Thank you,

      Jerry
      Jerome Walker

      "

      Also, I suggest fleshing out the aforementioned documentation page to include instructions for using the Next Stage function of the Incident Form.

       

      Thank you very much!

      Jerry

      Jerome Walker

        This content has been marked as final.  Show 5 replies