IBM Sustainability Software - Ideas Portal
This portal is to open public enhancement requests against the products and services belonging to IBM Sustainability Software. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).
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Welcome to the IBM Ideas Portal (https://www.ibm.com/ideas) - Use this site to find out additional information and details about the IBM Ideas process and statuses.
IBM Unified Ideas Portal (https://ideas.ibm.com) - Use this site to view all of your ideas, create new ideas for any IBM product, or search for ideas across all of IBM.
ideasibm@us.ibm.com - Use this email to suggest enhancements to the Ideas process or request help from IBM for submitting your Ideas.
Thank you Krishnan for the great idea. We agree it is a wonderful idea. Due to prioritization and back log we will not be able to get to this development idea this build or next. we apologize for that and hope to approach it again in year to come.
We are looking for a way to determine which solution(s) were not successful in previous attempts when a ticket is reopened.
We are looking for a means to store the failed solution. Currently only approved solutions are attached to the ticket as failed solution. We want a mechanism to track the earlier Symptom,Cause,Resolution entries (even if it is not an approved solution).
Can you please confirm the exact expectation for this requirement? When a ticket is re-opened, you are looking for a way to determine which solution(s) were not successful in previous attempts. Meaning failed solutions are stored? Can you please confirm? Thanks a lot.
Steps:
1) Helpdesk engineer Resolves (Meant resolved when typing closed in RFE)the ticket by entering "Symptom,Cause&Resolution".
2) Ticket status is now resolved
3) End user however is not satisfied with the resolution and reopens the ticket
4) The old solution provided by the Engineer is probably not complete.
5) The engineer again works on the ticket and fills in "Symptom,Cause&Resolution"
6) The original solution provided is overwritten or is lost completely as the engineer might have deleted it. There is no way of finding this information.
Requirement is to save this solution in a history table linked to ticket so that all the solutions thus provided for each ticket is available for view.
We need some more details about the term "reopen" in order to be in the position to assess this request: can you please detail exactly the steps performed here?