Configuring Resolution Template

Resolution templates can be created to handle repeated requests with the same solution. The solutions of frequently raised requests, such as printer configuration can be made into a Resolution Template. Thus the technicians need not type the same resolution repeatedly for the request raised.

To open the configuration page for resolution template,

  1. Go to Setup>> Templates & Forms >> Resolution Template.

  2. The displayed page lists the resolution templates available in the application.

Add New Template

  1. Click New Resolution Template. 

  2. In the displayed form, specify a unique Name and Description. These fields are mandatory.

  3. You can mark this template as inactive by enabling the checkbox beside Mark this Template Inactive. The inactive template will be grayed out and will not get listed in the resolution template drop-down while resolving a request.

  4. Click Save.

Edit a Resolution Template

  1. In the resolution template list view page, click >> Edit beside the template you wish to edit.

  2. In the displayed form, modify the changes required and click Update. 

  3. At any point you wish to cancel the operation that you are performing, click Cancel.

Delete Resolution Template

  1. In the resolution template list view page, click>> Delete beside the template you wish to delete.

  2. A confirmation message appears. Click Yes to continue. The resolution template gets deleted from the list.