I totally understood that part.
The part I’m confused about is, in a situation where this (SHM) has been so problematic for so long, when you think you’ve come up with a solution, why count it as resolved right away?
Seems like it should remain an open and pending issue that would only get changed to a ‘Resolved’ state AFTER it has been long enough to find out (from the Community) whether or not it actually ‘Resoved’ the problem.
I have seen this in most places I have worked, and it’s confusing. Why ‘Resolve’ the case in the case management system before getting confirmation that it’s actually resolved from the users that originally reported the problem? I know ‘everybody does it’, but I’m still confused as to why.