Resolution

Resolved Service Record

 

Service Records are resolved when they undergo the Resolution process. 

This document provides an overview of how to resolve Service Records in SysAid, including the ability to:

• Resolve Service Records
• Assign Resolutions
• Share Resolutions with Request User
• Edit Resolutions

Resolving Service Records

Resolve a Service Record in the Journey

 

Resolving Service Records

You can resolve a Service Record using two possible methods:

• Add a Resolution Card to the Journey from the Toolbar
• Change Service Record Status to Class “Closed” Status

Resolution Card

Resolution Card in the Journey

 

The default Resolution Card contains the following Out of the Box Fields:

• Status
• Closure Information (Required)
• Assign to Me
• Solution (Required)
• Share with Request User (Enabled by default)
• Add to Knowledge Base
• Resolution (Hidden by default)
  
  

Add Resolutions to the Journey

The Resolution process begins by filling out a Resolution Card form and adding it to the Journey.

To add the Resolution Field to the Journey, click on the [icon] in the Toolbar and select "Resolution”, which will prompt the Resolution Card.

Fill in the visible Fields (Status, Closure Information, Solution), and if extra information is needed, add the Resolution Field to describe the Resolution.

Change Service Record Status

You can also resolve a Service Record by changing its Status to a Class “Closed” Status, once all mandatory Service Record fields are filled out.

You can change the Status to a Class “Closed” Status from two different locations in the Service Record:

Header

Update SR Status from the Header

 

Click the Status chip [show chip] and select the desired Status from the dropdown menu

Resolution Card

Update Status in the Resolution Card

 

Click the dropdown menu under the Resolution Status field, select the desired Status, and click the Resolve button [show button].

The Resolution Card’s “Status” dropdown only includes “Class Closed” Statuses

Editing Resolutions

You can edit a Resolution by editing its Resolution Card in the Journey.

Edit the Resolution Card

Edit the Resolution Card

 

Resolutions can be edited by their creators or by Super Admins.

To edit a Resolution, hover over the Resolution Card and click the [pencil icon]. Once your edits are made, click Resolve to apply and save your edits.

Assigning Resolutions

Assign a Resolution to yourself

 

A Service Record’s Assignee is the Admin and/or Admin Group responsible for the Service Record. Assignees can be changed, and these changes appear as a Journey Event.

Assign to me

Admins working on the Service Record can enable the Assign to me toggle (disabled by default). If the toggle remains disabled, the user who resolves the Service Record automatically becomes its Assignee. 

Sharing Resolutions with Request User

Share Resolution with the Request User

 

Resolutions are (by default) visible to their Request Users; Admins can choose to disable the Resolution’s visibility using the Share with Request User toggle. 

The Share with Request User toggle must be enabled in order for the Solution field to appear in:

• The Self-Service Portal
• End User notifications that contain Resolution tags

Once enabled, the Share with Request User setting can’t be reversed.