Bug report from a coworker of mine:

When you resolve a ticket, there is a “Description of Resolution” text area where you can enter a description of the resolution. Beware about putting anything important in this text area. If you ever reopen a ticket, then whatever you typed into this text area is BLOWN AWAY, gone, unretrievable. So if you typed a nice little description of your solution (like I did), kiss it goodbye.

My workaround for all future tickets will be to describe my resolution in a Comment, and then put something like “see comment 3” in the “Description of Resolution” box.

Sam,

Wow, that post certainly sounds alarming — however, it is inaccurate.

It is important to point out that this information is NOT lost at all. As with all changes to a ticket over time, you will find that the old resolution description is persisting quite nicely in the ticket’s Audit Trail, available if you scroll down to the bottom of the ticket page.

You can, of course, still use comments for the description if you please, but it is not necessary.

Josh,

Thanks very much for clearing this up. My coworker has verified that this works properly.

Thanks again,
Sam

This works correctly for us — the description of resolution appears in the audit trail, however when we resolve a ticket and check the box for “Close Ticket Simultaneously”, the description of resolution is lost.

On 31 Mar 2008 at 19:50, Joshua Frappier wrote:

> It is important to point out that this information is NOT lost at all.
> As with all changes to a ticket over time, you will find that the old
> resolution description is persisting quite nicely in the ticket’s Audit Trail

As cayuga pointed out above, the resolution description IS LOST, if one uses the “Close Ticket Simultaneously” feature, and subsequently re-opens the ticket.

When you use “Close Ticket Simultaneously,” the “Ticket Resolved” entry is NOT added to the Audit Trail.

I just lost a pretty detailed resolution description because of this.

Thanks in advance for fixing this.
Brian