What is the difference between resolution and solution?
We've been using our solutions area as a knowledge base like a wiki for the public viewable stuff and for the technicians only it is used both as a wiki and knowledge base for various processes. I'm struggling to understand what the Resolution area of a ticket should be or could be used for since we have not yet been using it so no experience to date and we've been using this product for over 4 years now.
I was thinking, in terms of programming languages, it could be used much like the "final" block of a try/catch where it gets executed per say once the ticket is closed or something much like providing closure to the requester, but since like i said we haven't used it I don't know what its for or what expected behavior of the software is once it starts getting used.
So I guess I would like to know what its designed purpose is and also what it can be used for if not using it as what it was designed for.