6 Replies Latest reply on May 28, 2014 5:36 PM by Anne Brock

    Blank Resolutions in Incident Management?

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      Remedy ITSM suite version 7.6.04

       

      We are coming across some tickets that have been resolved or closed with blank resolutions.  When I test this, it always makes me provide text in the resolution field before it will let me resolve the ticket.  It is a required field.

       

      We have a few users using the "modify all" feature when trying to close out multiple tickets of the same issue.  I believe this is when we are getting tickets with blank resolutions.   Is this a breakdown in the workflow/required field, or is this something that is supposed to be possible when using the "modify all" action.

       

      Anyone else find tickets with blank resolutions?