The Resolutions app is a repository of instructions for performing standard actions and resolving typical incidents.
Entries in the repository appear after the operator describes the resolution found during the request processing. Only the system administrator can create an item in the app.
An operator can resolve the request incident independently or use a ready-made solution. In either case, they describe the solution in detail and save it when processing the request. There is no need to go to the Resolutions app for this, as the operator finds the resolution and leaves a comment with a description on the request page.
The resolution database is automatically generated from both new solutions and solutions reused when completing requests.
If there are many entries with the same information in the repository, it means that the decision taken does not eliminate the problem. In this case, the operator can use the instructions for solving complex cases in the Known Errors app or create a problem based on similar requests.
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