Why It Matters
Configuring Solution Types standardizes how your agents classify ticket resolutions. By clearly separating a “temporary workaround” from a “permanent fix deployed,” you ensure that closure notes remain consistent, making it much easier to spot trends, identify recurring issues, and generate meaningful resolution reports as your helpdesk scales.
How to Set It Up
- Access the Settings: Log into your ITSM workspace, navigate to Setup → Dropdowns, expand the Assistance section, and select Solution types.
- Add a New Type: Click the Add button, enter the details for your new classification, and click Add to save it. (Pro Tip: Keep this list short and unambiguous. Standard examples include “Solution applied”, “Workaround”, “Information provided”, “Fix deployed”, and “No solution”.)
- Update or Delete: To modify an existing type, simply click on its title to update its Name, Comments, or visibility dropdowns, then click Save. You can also click Delete Permanently if a type is no longer needed—however, avoid deleting types that are already tied to historical tickets so you don’t break past reporting data.
- Agent Usage: Once configured, these options will appear in a dropdown menu for agents. Whenever they add a solution to close a ticket, they can quickly select the appropriate Solution Type to officially describe how the request was handled.
Next Steps
Now that your Solution Types are set up, consider creating Solution Templates for your most common IT resolutions. This allows agents to close tickets even faster while keeping their messaging and classifications perfectly consistent. (Note: If you need any assistance during setup, reach out to support@ezo.io).
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