Resolutions
Resolutions allow you to track how issues are completed. When logging or editing an issue, you can select one or more resolutions and add a quantity where needed. This helps you understand patterns and report on how work is being resolved.
How to set up Resolutions
- Go to Manage > Resolutions
- Click Create New Resolution Group
- Enter a name for the group
- Add at least one Resolution to the group
- Save the group
To add more resolutions later
- Open the Resolution Group
- Use the menu to add additional resolutions
To require a quantity
- Edit the Resolution
- Turn on Requires Quantity
To link a Resolution Group to Categories
- Go to Category Management
- Select a Category, Sub-group, or Group
- Choose the Resolution Group
Note
Linking at a higher level will automatically apply to all related sub-groups and categories.
How to use Resolutions on an Issue
- Create or open an Issue
- Select a Category
- If a Resolution Group is linked, the Resolution field will appear
- Choose a Resolution from the dropdown
If the Resolution requires a quantity
5. Enter the quantity when prompted
To update or remove
- Click the number to edit the quantity
- Click the cross to remove a Resolution
What to expect
- The Resolution field only appears after selecting a Category with a linked Resolution Group
- Selected Resolutions are removed from the dropdown to prevent duplicates
- Adding another Category may add more Resolution options
- Removing a Category will remove any related Resolutions
- If no Resolutions are available, the field will disappear
Reporting
You can report on Resolutions to understand how issues are resolved across your operation.
Available options include
- Issues by Resolution (bar chart)
- Issues by Resolution Group (pie chart)
You can also filter records by
- Resolution
- Resolution Group
Quantities are included in reporting values.
Permissions
- Categories and Resolutions share the same view, create, and edit permissions
- A separate permission is required to set a Resolution on an Issue