Overview

Updated on 26 Jun 2024
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Decode success - Resolution Codes simplifying Problem Management!

Resolution Codes for Problem Records (PRs) refer to pre-defined codes that Administrators configure to describe how a PR was resolved. The Analysts use the Resolution Code while changing the status of a PR to Resolved. Resolution Codes help in tracking and reporting on the types of resolutions achieved for the PRs.

User Persona: Administrator

Let's explore the following use case.

Use Case

User Persona: Administrator

Solution

NovaTech's IT team has been receiving frequent reports of network connectivity issues across various departments in the organization. Users are experiencing intermittent disconnections and slow network speeds, impacting productivity. NovaTech's IT team has many PRs for the same issue. The team resolves the PRs, however, NovaTech is facing the challenge to track the reason behind the resolution.

Administrator can configure Resolution Codes for PRs to indicate the resolution status of the PRs, specifying whether it was successfully resolved, partially resolved, or unable to be resolved. These Resolution Codes will be used to update the PRs with the appropriate action taken while changing the status of the PRs as 'Resolved'.

Some examples of Resolution Codes in this use case can be:

Resolution Code 1: Router Configuration
Resolution Code 2: Firewall Configuration
Resolution Code 3: DNS Configuration
Resolution Code 4: Hardware Failure

Configure Resolution Code

Configure Resolution Code for PRs to accurately document the specific resolutions of SR while changing the status of the PRs to 'Resolved'.

To configure Resolution Code for Problem Records, perform the following steps:

Navigate to Design Studio > Select Module > Problem > Configurations > Problem Masters > Resolution Code.
The Resolution Code list page is displayed.
Click New to configure a new Resolution Code for a specific department.
Figure: PR Resolution Code list page
The Resolution Code ID page is displayed where you can configure a new Resolution Code for a Problem Record for a particular tenant and configure its active status, sort order, and other details.
Figure: PR Resolution Code ID page

Enter the required details in the PR Resolution Code ID screen as described in the following table.

Field	Description
Department*	Select the department from the dropdown menu for which you want to configure the Resolution Code. This is a mandatory field.
Description	Mention a brief description about the Resolution Code. This description may include additional information mentioning how the Problem Record was resolved. This field serves as a way to document the specific circumstances that led to the resolution of the Problem Record.
PR Resolution Code	Enter the name of the Resolution Code. The Resolution Code offers clarity and context regarding the specific resolution outcome. This field is valuable for understanding the meaning and implications of each Resolution Code.
Sort Order	Select the sort order in which the Resolution Codes are displayed or listed within the ITSM system when the Analysts are selecting or viewing them.
Default	Click the check box to display the Resolution Code for the selected Tenant, by default.
Active	Select the check box to make the Resolution Code available on the other pages of the application.

Click Save to configure the new Resolution Code. Click Reset to clear all the inputs in the Resolution Code ID details screen. If you do not want to save the details and configure the Resolution Code, click Cancel.

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What's Next

Manage Resolution Code

Table of contents

Configure Resolution Code