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Resolution Types

A resolution type records why a ticket was closed, separately from its workflow status.

Closing a ticket

When a ticket moves into a terminal status, Fesk asks for one of three outcomes:

  • Resolved: the request was addressed normally.
  • Won't Fix: the ticket is intentionally closed without making the requested change.
  • Duplicate: another ticket is the source of truth for the same request.

The selected outcome appears in ticket details and history and can be used in reporting. Moving a ticket to a non-terminal status clears the active resolution; closing it again asks for a fresh choice.

Duplicate or merge?

Use Duplicate when both ticket records should remain available. Use ticket merging when comments and attachments should be consolidated into one primary ticket.

Admins choose which statuses are terminal under Workflow Statuses.

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