Copying Solutions to Resolutions
OK, I searched and didn't find this question before...
I have Solutions in the KB that have attached documents (as most of our user help before was done by attaching documents, mostly .pdf).
When I add a Solution to the Resolution of a ticket, those attached documents do not then attach to the Request--only the short text explaining what documents are attached to the Solution.
Neither does a link to the Solution get placed in the Resolution--which would be the most helpful.
When I resolve or close the request, with the copied Solution in the Resolution and my automated email goes out to the user, I'd really like it to have a link to the Solution so the user can see all of the attached documents.
Is this possible? :?
I have Solutions in the KB that have attached documents (as most of our user help before was done by attaching documents, mostly .pdf).
When I add a Solution to the Resolution of a ticket, those attached documents do not then attach to the Request--only the short text explaining what documents are attached to the Solution.
Neither does a link to the Solution get placed in the Resolution--which would be the most helpful.
When I resolve or close the request, with the copied Solution in the Resolution and my automated email goes out to the user, I'd really like it to have a link to the Solution so the user can see all of the attached documents.
Is this possible? :?
Topic Participants
Jennifer Guise
mwillis2221
Nigel Arnold
ServiceDesk Plus