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How do I change the Resolver/Closer in pre Closed Incident templates?

Sandra_Geoghegan

Sandra_Geoghegan Customer IT Monkey ✭

September 2022 in Advanced Request Offering

Hi,

I created a number of 'Hot Topic' templates for our call desk that are auto resolved then closed upon creation.

However, I am logged in the history as the resolver and closer of these calls. We had a similar set up in 1801 which worked and picked up the created by user as the resolver. Probably more a question for Service Manager but if anyone has any solutions I'd be very grateful.

SCSM 1801 template:

SCSM2019 template:

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Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

October 2022 Answer ✓

@Sandra_Geoghegan - I think you will have to export the management pack your template is in and remove the references to Resolved By user (and in my case I went ahead and removed the action log entry since it cited the default user) and then re-import the MP. Here's a screenshot for your reference:

The highlighted portion can be removed.

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Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

October 2022 Answer ✓

@Sandra_Geoghegan - I think you will have to export the management pack your template is in and remove the references to Resolved By user (and in my case I went ahead and removed the action log entry since it cited the default user) and then re-import the MP. Here's a screenshot for your reference:

The highlighted portion can be removed.

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Sandra_Geoghegan Customer IT Monkey ✭

October 2022

Hi Justin,
Brilliant, thank you, that's certainly pointed us in the right direction and we've been able to remove the Resolved By and Closed By references.
Thanks a mill,
Sandra

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