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Resolution Codes

Incident management focuses on getting the end user up and running as fast as possible. Analysts can indicate what they did to resolve an incident by using a resolution code. Resolution codes specify the category code of the ticket resolution, for example, an Applied Patch resolution code indicates that the ticket was addressed by applying a patch or fix to the software.

You can do the following resolution code actions:

• Create resolution codes. For example, you can create a resolution code to use for requests and that details what resolution was used.
• Edit resolution codes. For example, after the administrator loads the sample resolution codes, you can edit the Provided Documentation code to a more precise name such as Provided Implementation Documentation.
• List resolution codes.
• Search for incidents or requests by resolution code. For example, you can search for all incidents that have a Patch resolution code, and then view each incident for information to help resolve another incident.

More information:

List Resolution Codes

Create a Resolution Code

Edit a Resolution Code

Resolution Code Fields