Resolved Ticket

Jason He Updated by Jason He

Configuring Resolved Behaviour

Some users may not want to close the ticket at resolution, even though from their perspective, the ticket's primary issue is resolved. Even though clients see the ticket as closed, agents may still have cleanup tasks and will want to see it in an open state. The resolved state can help with this.

  1. In your PSA, make sure one of the tickets is in a closed (but not resolved) status.
  2. Optionally, you can also use a resolved status as DeskDirector's closed action in your system settings.
  3. In the Admin Portal, under System > Feature Configuration > Tickets > Client Portal, enable the feature Exclude resolved from open ticket list.

Once you have done the steps above, the Client Portal will then only display resolved tickets under the closed ticket list.

ConnectWise Resolved Status

For ConnectWise, statuses are per-board. To prevent this from being an issue, please make sure you use the same names across boards (with the same capitalisation).

To add a new or adjust an existing status, please follow the steps below:

  1. Log in to ConnectWise
  2. Click on Setup Tables under System.
  3. Search for Service under the Table column
  4. Select Service Board
  5. Select one of the boards you want to set up
  6. Switch to the Statuses tab.
  7. Select existing status or click on plus to create a new status
  8. Set the status name to Resolved
  9. Change Escalation Status to We have resolved the issue
  10. Ensure Closed Status under Additional Options should be Off
  11. Click on Save

Autotask Resolved Status

Autotask status is global, so you only have to define this status once.

Before setting up a resolved status, you should be aware that Autotask has system statuses. These statuses have been set by the system and cannot be modified. They have their own unique fixed behaviour. The resolved status for Autotask is always a custom status.

  1. Log in to Autotask
  2. Under the top left menu, select Admin, then click on Features & Settings.
  3. Expand the Service Desk (Tickets) group.
  4. Navigate to Task & Ticket Statuses
  5. Add new or edit existing Status. When edit status, please use a custom status.
  6. Select Resolved as SLA Event

For a custom status with SLA event Resolved, it will only mark the ticket as resolved, not completed. For a Completed status with SLA Resolved, it will complete the ticket instead.

  • Custom Status with SLA Event Resolved: Ticket will be resolved but not completed.
  • System Status with the SLA Event Resolved: Ticket will be completed instead of resolved.

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