Solve a ticket and with adding the solution?

[Burkhard Voss]

Hi,

How can I set up the following:

I got a ticket and want to solve it. I press on "solved" and then I want a to get a "solution field".

We dont want to add a comment and solve the ticket after. We want to press "solved" and then enter the solution.

Is that possible?

Kind Regards

Mathias

[Nic Brough -Adaptavist- · Accepted solution]

Have a look at the workflow for the issue type in the project.  The "solved" button is actually a transition from one status to another.

Go to admin -> Screens and add a new screen.  Put the field you want the users to put data in on that screen.  Now edit the workflow, find the transition, and add the screen to that transition.  When people use "solved", a box will pop up and ask them for the field (and a comment box if they have the right to comment)

[Burkhard Voss]

Thanks!

This should work :)

[Alex]

@Nic Brough -Adaptavist-But the field will be visible and editable already before the ticket is "Solved" right?

I only want this field to appear for the ticket reporter (user) after it is filled out (read only).

How would I achieve this?

[Nic Brough -Adaptavist-]

You can't show different fields to different users, so there's no way you can do this.

[Seweryn Szatkowski]

Hi Burkhard,

Just to clarify:

- do you wan to write the solution to the field or choose it from some kind preconfigured list?

- the solution field should be seen when you view ticket? Just like other fields like ticket type, status, laber etc?

Regards

-- 

Seweryn 

[Burkhard Voss]

Hi Seweryn,

We want to write the solution to the field.

It is not necessary to have a extra field for the solution. It should be enough adding the solution as a comment. The ticket owner should see what our solution is. I have a "flag" in my mind. So there could be a comment that is flagged as the "solution".

Regards,

Mathias