How to get Incident Categories to show on Resolution window when resolving an Incident.

Version 2

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.x



    Service Desk - All Versions




    Following the steps in the attached document will allow you to see and change the Incident Categories when resolving your Incident.


    You will create a dummy resolution window for you to fill in all your resolution details. This will be an Incident window and so you can show and update your Incident Category on this window. We will then add the Resolution Action as an automatic action following the dummy action. All information entered in the dummy action will be copied over to the read resolution using runtime values.



    Please make sure that any changes made using Designer are tested first on a test copy of the database.

    Before any changes are made to the live database, a backup of the database must be taken and nobody else should be logged in while changes are made. Please perform an IISReset after all changes have been made and before anyone logs back into the software. In the event of any problems after making changes, the database should be restored from the backup copy.