When a user closes incident, auto fill resolution code and resolution notes

[maymunTesm]

When a user chooses to close their incident from the portal, is it possible to make the resolution code and resolution notes be auto-filled with specific details? At the moment, the incident is just being resolved without either notes or code, which is not ideal when reporting

[Jaspal Singh]

Hi Maymun,

Try using something as below

If you have some defined choices for resolution code you can set it in the Action tab

Else you can have a script written for the same as below

(function executeRule(current, previous /*null when async*/) {

// Add your code here

current.resolution_notes='ABC';   //considering resolution notes is the field dictionary name for Resolution Notes

current.resoltion_code='XYZ'; //considering resolution code is the field dictionary name for Resolution Code

current.update();

})(current, previous);

[Matthew Smith]

Hi Maymun

You could have the BR conditions set to the following:

- State changes to Closed

& - Resolution code is empty

& - Resolution notes is empty

You could also use something like Closed by is same as Caller if the above conditions are including too much.

Hope this helps

Matt

[maymunTesm]

Right, i've gone for this:

[Matthew Smith]

I think you may need to select 'Update' too.

Matt

[maymunTesm · Accepted solution]

Ended up doing this:

(function executeRule(current, previous /*null when async*/) {

// Add your code here
gs.log("Test");
current.u_resolution_notes="No longer required - Incident set to Resolved by Customer";
current.update();

current.u_resolution_code = "Unresolved - Closed by Customer";
current.update();

})(current, previous);