Change Default

You can’t replace the built‑in **“N/A”** itself, but you can effectively bypass it so techs almost never have to change it when closing.

There are two main options, depending on what you want:

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### 1. Pre‑select a Resolution via Template (most common)

If your tickets are created from a template (email rule, category template, portal template, etc.), set the **Resolution** field’s default there:

1. Go to **Settings > Service Desk > Templates**.
2. Open the **template** used for new SRs (incident/request).
3. In the template form, set the **Resolution** field to the value you want instead of N/A.
4. Click **Apply** on the template.

Any ticket created from that template will already have that resolution selected when you go to close it.

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### 2. Make “N/A” Unused and Force a Real Option

If you want to prevent N/A from being used at all:

1. Go to **Settings > Customize > Lists**.
2. Find and open the **Resolution** list.
3. Either:
- Rename **N/A** to a meaningful default value, or
- Mark N/A as **Inactive** (if you don’t want it selectable).
4. Save.

Then adjust any templates/workflows that still reference N/A so they use your preferred resolution instead.

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If you tell me your exact flow (portal vs email vs manually created by admins), I can give click‑by‑click steps for where to set the default in your environment.