Please add Resolution as a field that displays in the end-user portal. Along with this, please add Resolution as a field that can be included in email notifications to end-users.
Tickets that include a lot of troubleshooting notes (and generate corresponding email messages) can be very tedious for end-users to read through. Many times the end-user just wants to know how the problem was resolved. In some cases, they may want to refer to that Resolution again if the problem reoccurs in the future. Unfortunately, Resolution does not display in the end-user portal, and Resolution details are not included in automatic email notifications.
This is important information that the end-user should be able to see. Since it isn't available to them though, we have to enter the data in two different fields: Resolution and Comments.
There may be some customers who have valid reasons for not wanting end-users to see this data. In that case, perhaps this could be an opt-in feature via administrative settings.
