Incident Templates Changing Resolution after 9040 Upgrade

Incident Templates Changing Resolution after 9040 Upgrade

Hi,

We upgraded from 9022 to 9040 yesterday, and we have found an issue, where if an Incident Template is used on an existing request (or manually adding a new request) it's adding a "blank resolution" to the request.



This didn't do this before the version upgrade.

This is allowing tech's to close the requests without putting in a proper resolution.

I've been through all the templates, and all the resolution fields are empty, no spaces etc.
I've also re saved all the indicant templates too.
I created a new test incident template and didn't touch any fields, and only the name and did some testing with that and I get the same result.

How can we stop the Incident Template, adding or modifying the resolution?
How can we remove the Resolution field from the Incident Templates?

I also upgrade to 9041 today, and we are still getting the same issue.
We also recently downgraded from the Enterprise to the Professional edition recently too.

Thanks
Mick

                  New to ADSelfService Plus?