Navigate to the Lookups Module

1. From the NEXGEN dashboard, click on Settings in the blue navigation bar to the left.
   
2. Click Setup.
   
3. Click Lookups.
   

Create an SR Resolution

1. Navigate to the Lookups module.
   
2. In the hierarchy tree to the left, click SR Resolution.
   
3. Click +Add in the top right to create a new SR resolution.
   
4. Fill out the SR resolution information. Mandatory fields are marked with a red asterisk.
   
1. Add a Resolution Name.
   
2. If you only want the SR resolution to appear as an option for a specific department or division, select a Department (or a Department and Division).
   
3. Add a Description.
   
1. The description text is what will appear when the ResolutionDescription merge field is used in an SR Response. For more information, see Create an SR Response Template or view the "Use an SR Resolution in an SR Response" section below.
   
5. Click Save. The SR resolution you created will now be available in the Resolution field of SRs you have specified.

Use an SR Resolution in an SR Response

1. 
   Navigate to the Lookups module.
   
2. Click on SR Response.
   
3. Create a new SR response or open an existing one.
   
4. In the Email Body or SMS Body section, enter the text you want your email or text recipient (the customer attached to the SR) to see. Ensure that you use the ResolutionDescription merge field to populate the description you entered in the SR resolution you created.
   
5. Add the trigger parameters. These will determine when the response is sent.
   
1. In the section labeled Status, SR Type, and Department Configuration, click +Add New.
   
2. Designate a Status, SR Type, and/or Department.
   
6. Click Save. When an SR fulfills all of the trigger parameters you set, the customer attached to the SR will receive the message you created (given they have provided their contact information).