Customize Case Resolution

[Jim Lesinski]

Hi,

We are looking at implementing CRM as an internal ticketing tool. Therefore,
we do not care about Billable time. Is there any way we can remove this
entirely from the Case Resolution form?

Thanks,
Jim

[Keithj42]

Jim,

We also use CRM as our internal service desk. We converted the Case
entity to Service Ticket, and on the main form we added a pick list
with our own status codes. One of those is "closed" and we have a
workflow that auto-resolves a ticket (case) when that status has been
selected. It does not bring up the Case Resolution form - it just sets
the resolution through workflow. Other than that, I don't think you
can customize the Case Resolution form, unless it's through coding
rather than configuration. (although I'd be interested to hear if
there is a way - that's always bothered me!)

- Keith

On May 6, 10:51 am, Jim Lesinski <Jim

Post by Jim Lesinski
Hi,
We are looking at implementing CRM as an internal ticketing tool. Therefore,
we do not care about Billable time. Is there any way we can remove this
entirely from the Case Resolution form?
Thanks,
Jim