Add ability to retroactively flag ticket notes as resolutions
Right now, we have the ability to flag a response as a resolution, and we have the ability to retroactively REMOVE a resolution flag, but we do not have the ability to retroactively ADD a resolution flag.
The problem is that we might not flag a response as a resolution if we're not sure that it will actually solve the issue. But if it does, then we have no way of marking it as the resolution retroactively.
It would be very nice to be able to flag a past ticket response as the resolution. It would be nice to even be capable of doing this if it was the ticket creator who discovered the resolution and shared it. Right now, only the technician can flag a response as a resolution and they have to be proactive about it.
Josiah Deal
shared this idea
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Steve Stringham
commented
The ability to flag resolutions is a very nice addition, but it fell short without the ability to update the resolution after confirming that the troubleshooting step indeed did resolve the issue. The enhancement to be able to add the resolution flag afterwards is critical to having a functional resolution capability.