ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Resolution Template
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Resolution templates can be created to handle repeated requests with the same solution. The
solutions of frequently raised requests, such as printer configuration can be made into a Resolution
Template. Thus the technicians need not type the same resolution repeatedly for the request raised.
To open the configuration page for resolution template,
1. Login to ServiceDesk Plus application with the username and password of an admin user.
2. Click the Admin tab in the header pane.
3. In the Helpdesk block, click Resolution Template to open the Resolution Template list page.
Add New Template
1. Click New Template button to open the Add-Resolution Template form.
2. Specify a unique name for the template in the Name text field.
3. Enter the resolution in the Description text field. Both the Name and Description are
mandatory fields.
4. You can mark this template as inactive by enabling the check box beside Mark as InActive.
The inactive template is marked in grey and does not get listed in the resolution template
drop-down while resolving a request.
5. Click Save. To save and add another resolution template, click Save and Add New.
Editing a Resolution Template
1. In the Resolution Template list page, click on the Edit icon beside the template you wish
to edit.
2. In the Edit Resolution Template form, modify the required changes mentioned while adding
the resolution.
3. Click Update. Even while editing, if you wish to add a new resolution template, then click
Update and add new button. At any point you wish to cancel the operation that you are
performing, click Cancel.
Deleting a Resolution Template
1. In the Resolution Template list page, select the check box beside the template you wish to
delete.
2. Click the Delete button. A confirmation message appears. Click Ok to continue. The
resolution template gets deleted from the list.
ZOHO Corp. 335