If you want to do this in WebAccess then you also need to add the Incident attribute onto the resolve window. If you don't want it there, you can hide it.
Thank you for your reply. I'm not even looking at Webdesk yet. I'm trying to get this working in console. Currently, what I"m doing is adding the incident attribute to the resolve window, but it's not populating. I'm wondering if there's something I'm missing or doing wrong.
Does it work once you do an IIS reset, and open it to view a real resolution rather than in the test view? If not, give support a shout :-)
Thanks for the help.
The answer to this question is ultimately to upgrade to 7.6.2, as former versions of this software did not have the ability to show pre-populated fields later in the process without using 'copy rules' which is a lengthy workaround.