Statuses in More Service:
Default statuses in More Service are: Not Started, Started, Resolved, Waiting, Remains unresolved, and Suggested solution.
In Admin tab can you manage, change and create new statuses.
The status «Suggested solution» can be used if you want to automatically close the case in future.
The status «Suggested solution» can be used from the agents view, as shown below.
Once you have chosen «Suggested solution» as status and press "Save". Will it automatically come up with an email template to use where agents can fill in suggested solution. The email template is shown on the image below.
The email template can be edited under Servicedesk > Admin > Email.
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