Resolve

The window serves for resolving the selected requests.

Options:

• Message for requester – enter a message which will be sent in the notification for requester. You can also insert an article from the knowledge base.
• Attachments – you can add attachments.
• Resolve retrospectively to – enter the date and time of the request retrospective resolution if it has occurred in the past. The section is displayed if on the service process in the Resolved status the positive deadline for retrospective resolution has been entered.
  Warning:

  The request can be resolved first after the date of request submission and the deadline for retrospective resolution must not be exceeded at the same time.
• Work – the items allow to report the costs related to request creation. It is displayed only if the Attendance module is active.
  • Work (h:m) – enter the time you spent working on the request. The form is hours:minutes.
    Tip:

    An arrow on the right side of this field automatically fills in the time passed from the last reporting.
  • Time traveled (h:m) – enter the time you spent on the road (in the form hours:minutes).
  • Distance (km) – enter the number of kilometers moved.
  • Exclude from invoice – enable if you do not want the requester to see the time reported in the log.
    Note:

    In this case solver, operator or manager see the reported time as stricken through.
• Do not send notification to requester – enable if you don't want to inform the requester about the resolution of the request.

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