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No resolve time data in Interaction and Incident for SM9.40 PD

Hi All,

I found that in SM9.40 process designer, the Resolve time not exist in Interaction and Incident. I think this because no Resolve button in the module. How to get the Resolve time in both module? because most of the customer require it

Appreciate that if anyone can advice

thanks in advance

1 Reply
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The resolved time and resolved by fields are not populated by the OOB rules. You can add a rule to the workflow that populates both fields then the phase  is review or closed or base it on the resolved status being selected. Make sure to configure it so that if the user directly closes the ticket from the Recovery phase (without entering the Review phase) that the resolved times are populated at closure if not already populated. You also need to decide if you want to clear the fields if the phase is set to anything other than Review or Closed or keep the original values. 

The Resolve button only displays if Use Resolved Status is selected in the Incidents environment record (this enables two-step close where most users can resolved, but typically only leads/managers can close). with the PD workflow, this is more easily managed by allowing all users to select the "Resolved" status (which could be limited using the authorized statuses list in the security role) the then setting the Close privilege in the security role as needed. 

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