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Ticket Resolution Reasons: Overview

Jennifer Trower Updated by Jennifer Trower

Read Time: 4 mins

An updated mobile app version will be released to support this feature. Some features described in this article will not be available until that version becomes available.

This feature introduces a structured method to capture how support tickets are resolved. By enabling Ticket Resolution Reasons, you can enforce reason selection when closing a ticket, leading to more consistent data, improved resolution tracking, and enhanced reporting across manual workflows, automated jobs, and mobile app closures. This makes it a key addition to streamlining ticket operations.

Permissions

Before getting started with the feature, your user roles will need to be adjusted to account for the permissions required to use the Ticket Resolution Reasons feature.

If you're a Super Admin, you already have full access, and no changes are needed. To learn more, see the Roles and Permissions article.

Permissions are located under Settings → Security → Roles. Look for Ticket Resolution Reasons under the ticketing permissions.

Ticket Resolution Reason

Permission Details
1. Read ticket resolution reason: Allows you to read ticket resolution reasons on a ticket.
2. Create ticket resolution reason: Allows you to create a ticket resolution reason for tickets.
3. Update ticket resolution reason: Allows you to update ticket resolution reasons.
4. Delete ticket resolution reason: Allows you to delete a ticket resolution reason.

Creating Ticket Resolution Reasons

To create a new Ticket Resolution Reason, navigate to Settings → Ticketing → Ticket Resolution Reason and click the “Create Ticket Resolution Reason” button.

You will need to define the name of the reason, an optional code for internal tracking, and the scope of where the resolution will be applicable. Resolutions can be made available globally across all tickets or tied specifically to one or more ticket categories or category families. This scoping allows for greater contextual accuracy and flexibility when resolving issues.

Selecting Entire Category Families and/or Specific Ticket Categories will display two additional fields for you to complete.




When you add a Ticket Category Family, its resolution reasons become available when closing any ticket tagged with a category from that family. If you add a specific Ticket Category, its resolution reasons will only appear when closing tickets tagged with that category.

To learn more about Ticket Category Families and Ticket Categories, refer to this article.

Utilizing Ticket Resolution Reasons

When users close a ticket, the system will prompt them to select a resolution reason if the feature is enabled. This field only becomes visible when the status is changed to “Closed” and will display relevant resolution reasons based on the ticket's assigned category or family.

If no applicable reasons are found, only global resolution options will be shown.

The resolution reason can also be changed if the ticket is reopened and closed again.

Enforcing Ticket Resolution Reasons

This setting will become available when the updated mobile app version, which introduces support for this feature, is released.

Administrators can choose to enforce resolution entry by enabling a system setting under Settings → Ticketing → General. This setting requires all closed tickets to include a resolution reason. A warning message is displayed when this is activated, indicating that some automated jobs may fail if they do not include a resolution.

Utilizing Ticket Resolution Reasons with Jobs and Parent/Child Tickets

Ticket Resolution Reasons add consistency and efficiency to your support and operations workflows in Sonar. By automatically applying structured outcomes to tickets and supporting complex ticket relationships, this feature helps teams maintain accurate records while reducing manual effort.

Jobs

When configuring a Job Type, if the completion action involves closing a ticket, a field appears to select a resolution reason.

When a job is closed, the system automatically selects the resolution reason based on the configuration settings previously set for that job type. Users can keep the preselected reason or change it before completing the job.

This feature is not supported in the current mobile app. Full support will be available with the upcoming mobile app version.
If the enforcement setting is enabled, users will be unable to complete the job without selecting a resolution.

Parent/Child Tickets

When closing parent and child tickets, separate resolution reasons can be applied to each.

The system allows for this distinction during both manual and job-based closures, providing flexibility when managing multiple ticket dependencies.

Using Filters

In addition, a new filter for Ticket Resolution Reason is now available in the ticketing table. This allows users to search, sort, and report on tickets based on how they were resolved. This functionality enhances visibility into ticket trends and team performance across various resolution types.

Disabling a Ticket Resolution Reason

If you no longer need a resolution reason, you can simply disable it instead of deleting it. To do this, click Edit on the item and uncheck the Enabled box.

You can see whether a Resolution Reason is enabled directly in the Ticket Resolution table.

You can only delete a resolution reason if it isn’t being used on any tickets. If it is in use, the system will show an error when you try to delete it.

To locate where a resolution reason is applied, use the resolution filter mentioned above to identify tickets that reference it.

If a resolution reason is disabled or deleted, it will no longer appear as an option in the dropdown.

Using the Field Tech App

An updated mobile app version will be released to support tracking resolution reasons when tickets are closed in the app. Additional details will be shared when the new version becomes available.

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Ticket Category Families & Ticket Categories: Overview

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