Resolved Ticket

Jason He Updated by Jason He

Ticket's resolved state is only available for server versions 19.90.1 and above.

From the 19.90.1 release, if you set a ticket to a resolved state in ConnectWise or Autotask, the ticket will appear in the 'closed' queue on the client portal, but remain 'open' for techs and workflows.

Previously, when a ticket was marked as 'Resolved' in ConnectWise, it would remain in the active queue on the DeskDirector client portal. From the client's perspective, if the ticket's primary issue is resolved, it should appear closed.

Now, with the new update, marking a ticket as 'Resolved' in ConnectWise will automatically push it to the 'Closed' list on the client portal.

Blocking resolved ticket displaying as open in the client portal ticket list.

Some of our customers don't want to close the ticket at resolution, even though from the client's perspective, the ticket's primary issue is resolved. Even though clients see the teicket as closed, Service Techs may still have cleanup tasks, and will want to see it as 'open'. The resolved state can help with this.

To achieve that, you can perform the following steps.

  • In your PSA, make sure one of the tickets is in a closed (but not resolved) status. (We will explain how to achieve that in sections below for each PSA.)
  • Make sure the technician knows which status is the resolved status that they should use to mark tickets as resolved.
  • Optionally, you can also use a resolved status for closed action in the Client Portal.
  • In Admin Portal, under System > Feature Configuration > Tickets > Client Portal, you can 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, first, we have to be aware that statuses are per-board. Which means you have to set up or adjust the status per board.

To add new or adjust existing status, please follow the steps below.

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

Once you have done the above, you now have a status that can mark a ticket as resolved but not closed.

Autotask Resolved Status

Different to ConnectWise. Autotask status is global, so you only have to define this status once. Which is pretty awesome. Before setup resolved status, we first have to acknowledge that Autotask has a system status. Those statuses have been set by the system, and they cannot be modified. They have their own unique fixed behaviour. 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 rather than 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 (Name is Completed if you didn't change the name.) with SLA Event Resolved: Ticket will be completed instead of resolved. A completed ticket means a closed ticket.

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