Closure Code

Updated on 14 May 2024
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Closure Code is used by Analyst as a Status code while closing the Incident. These are customized according to Organizational needs. They can be availed by the Analyst while closing Incidents.

Let's explore the following use case.

Use Case

User Persona: Administrator

Solution

NovaTech has reported an Incident where the customer has received a wrong item in their order.

This Incident team verifies the Incident and resolves the issue. Once resolved, the team assigns a closure code to categorize the nature of the Incident. The Incident Management System generates reports based on closure codes to analyze the frequency and impact of different Incidents. This helps in improving the efficiency of the support teams as they can track properly how efficiently the incidents were resolved and closed.

Configure Closure Code

Click Service Management.
Click Settings > Design Studio.
Figure: Select Design Studio
Navigate to Design Studio > Module > Configuration > Incident Masters > Closure Code. The admin can view the list of all configured Closure Codes. To learn more about managing the list page navigate to Manage Closure Codes.

Figure: Closure Code New
2. Click New on the right side of the page. The following page is displayed. For more information refer the table below.
Figure: Closure Code Configuration

The grid provides a detailed view of the list page of the Closure Code. For more information refer to the field description table below.

Field	Description
Tenant*	Select the Tenant from the list. This is a mandatory field. For example: IT, HR, Facilities etc.
IM Closure Code	Enter the name of the Closure Code. These are standardized codes which facilitate tracking and analysis of solutions implemented.
Description	Specify a brief description of the Closure Code. This will give an understanding of the incident and resolution.
Sort Order	Select the sort order in which the Closure Code is displayed on the list page and drop-down where the closure code is selected.
Default	Select the check box to display the Closure Code for the selected Tenant, by default.
Active	Select the check box to make the Closure Code available on the other pages of the application.

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What's Next

Manage Closure Code

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