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Resolution Methods

Incident management focuses on getting the end user up and running as fast as possible. Analysts can indicate how they resolved an incident by using a resolution method. Resolution methods define the ways the service desk can resolve tickets. For example, an analyst can resolve an incident or request through a chat session or an on-site visit.

You can do the following resolution method actions:

• Create resolution methods. For example, you can create a File Transfer resolution method to use for incidents that a file transfer addressed.
• Edit resolution methods. For example, after the administrator loads the sample resolution methods, you can edit the Remote Control Tool method to a more precise name such as Seamless Window.
• List resolution methods.
• Search for incidents or requests by resolution method. For example, you can search for all incidents that have an Electronic Software Delivery method code, and then view each incident for information to help resolve another incident.

More information:

List Resolution Methods

Create a Resolution Method

Edit a Resolution Method

Resolution Methods Fields