Creating resolution templates from the case form

Administrators can create resolution templates that agents can use when closing cases with common resolutions. If you have permission to create resolution templates, then you can create a template from the case form and assign it to the case. The template remains in the template library for agents to use when they close cases.

  1. Log in to HRSD Case Management.
  2. Click Knowledgebase to access the navigation panel.
  3. Select Case Management > Agent Queue.
  4. Select a report.
  5. Select the case number of a case.
  6. Select Close Case > Close.

    If the case is unassigned and you are a member of the service group, then you can assign the case to yourself and close it. Click Close Case > Assign and Close.

  7. Click Template Editor. You can click on any of the templates to view them.
  8. To add a resolution template, click Add and specify this information:
    Code
    A database item. This value does not display to end users.
    Name
    Specify the value that is available in the Resolution Template list on the case form.
    Resolution
    Specify the resolution message. You can apply formatting such as font style, color, or text alignment using the rich text editor. Optionally, you can use tokens to add case-specific information to the resolution template.

    Available tokens include [AssignedToName], [CaseCode], [EmployeeName], [Issue], [ServiceGroupName], and [Subject], which are automatically populated with relevant case data and are saved to the Resolution field when the case is closed.

    Order
    Specify the number that corresponds to the order of the item in the list. Changes to the order are shown when you refresh the list.
    Locale
    Select the locale. The locale includes language and country.
  9. Click Add.
  10. Close the window.