Hello,
We have added Resolution field to Transition screen. As we add Resolution field to transition screen it is automatically made as mandatory field ( usual behavior ).
We have selected resolution while changing the status and still the resolution is not reflected in the tickets. Is this the known behavior ?
Can we set resolution for In Progress state(status Category) tickets ?
Thanks in Advance
Madhu
Do you have the actual screen the user sees? This is apparently just the administrator view.
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Can you share a screenshot of your transition screen?
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hi @John Funk Firstly, Thanks for the response.
Yes, The resolution field is on the transition screen and I put a value and processed the screen, and the Resolution field is not updated.
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Hi Madhu,
You should not be setting the Resolution for In Progress category tickets - in my opinion. You can, but that isn't good practice.
So, you are saying that the Resolution field is on the transition screen, and you put a value in the field and process the screen, but it does not update the Resolution field?
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