Overview

Deciphering success with Resolution Codes!

Resolution Codes in Service Request (SR) management refer to pre-defined codes to describe how an SR is resolved. They are used to classify and document the resolutions of SRs. These codes play a crucial role in tracking, analyzing, and improving IT service delivery. They provide a standardized way to categorize the outcomes of SRs, allowing teams to gain insights into common issues, trends, and areas for improvement. By accurately documenting the Resolution Codes associated with each SR, organizations can identify recurring problems, streamline workflows, and implement targeted solutions to enhance overall efficiency and customer satisfaction.

Resolution Codes are of great use when the Analysts change the status of the SRs to Resolved. While using the Resolution Codes, the Analysts can re-evaluate the solution prior to moving an SR from Resolved to Closed status. These codes are a uniform method available for Analysts to mention how an SR is resolved.

Let's explore the following use case.

Configure Resolution Code

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

To configure Resolution Code, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
   
3. Navigate to Module > Service Request > Configurations > SR Masters > Resolution Code. The list page of Resolution Code is displayed.Figure: Resolution Code list page
   
   
4. Click New. The Resolution Code ID page is displayed.
   Figure: Resolution Code ID page
   
   
5. Enter the required details as described in the following table.
   

   Field	Description
   Tenant*	Select the tenant for which you want to configure Resolution Code for Service Requests from the dropdown menu. This is a mandatory field.
   Description	Give a brief description about the Resolution Code. This provides the necessary context to accurately apply the Resolution Code to a Service Request while changing the status of the Service Request to 'Resolved'.
   SR Resolution Code	Specify here the name of the Resolution Code. This name should be clear, concise, and to the point. This will help the Analysts in better understanding which Resolution Code best conveys how the SR was resolved.
   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	Select 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.

   An asterisk (*) represents mandatory field.
   
6. Click Save to configure the new Resolution Code. Click Reset to clear all the inputs in the Resolution Code ID screen. If you do not want to save the details and configure the Resolution Code, click Cancel.