2 Replies Latest reply on Jul 29, 2015 8:22 AM by cgodden

    resolve on creation as the analyst

    Specialist

      So i created some templates for our helpdesk for standard issues they deal with often (example locked out AD accounts)  I set a resolve on creation template that works great except the SLA's kept going off because i was not routing it through the "In Progress" Status that triggers one of the SLA completions. So i routed the workflow through In Progress using a precondition to see if it is a "Resolve on Creation"  this fixed the SLA issue but now because resolve in an auto action when you look at the incident it is saying it is resolved by system not the analyst. I tried putting the Resolve Created by as the Incident creator but that still is not working when we look at out Metrics query.

       

      Any suggestions?