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Capability requested for ICD classic users.
Due to processing by IBM, this request was reassigned to have the following updated attributes:
Brand - Cloud
Product family - Workload Automation and Control Desk
Product - IBM Control Desk
For recording keeping, the previous attributes were:
Brand - WebSphere
Product family - ITSM Automation and Control Desk
Product - IBM Control Desk
Hi,
The capability request is for classic ICD, allowing our IT support users to easily close tickets.
Currently we have the Change Status dialog locked down to a few admins and SDM's. However, our IT support teams would like the capability to easily mass close tickets.
As we utilise the solutions tab to have mandatory details input, we currently require IT support teams to fill out the solution details tab then make the ticket global if wanting to link child tickets and perform a mass close with our route workflow.
Our IT support teams would like to mass close via the ticket list view (e.g. SR application) using the change status dialog. However, to allow this to happen, we need to have the solution detail fields in the change status dialog on the list view if possible? Previously raised an IBM SR/PMR on this and was asked to raise an RFE.