Manage Resolution Code

View, edit, filter, and update the configured Resolution Codes for Service Requests to enhance customer satisfaction and operational efficiency. This includes regularly reviewing and updating Resolution Codes, and fostering clear communication among team members.

View

You can view the list of configured Resolution Codes for Service Requests using following options:

• Grid
• Filters
• Search

To view the list of configured Resolution Codes and view any specific Resolution Code, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
3. Select Module > Service Request > Configurations > SR Masters > Resolution Code.
4. The Resolution Code list page is displayed. A sample screenshot is shown below:
   Figure: List Page - Grid, Filters, Search
   A specific list of Resolution Codes can be viewed based on applied filters or search criteria.
5. Click icon to view the details of the configured Resolution Code. (Refer the below sample screenshot)
   Figure: View Resolution Code details
6. The Resolution Code details page is displayed. Click Cancel to close the details page and return to the Resolution Code list page.
   Figure: Resolution Code details page
7. Click icon to view the Resolution Code in a new tab or in a new window.
   Figure: Open Resolution Code
8. The Resolution Code details page is displayed. Click Reset to clear all the filed in details. Click Cancel to exit the process and go back to the list page without making any changes. Click Save to save the updated information on the Resolution Code details page.
   Figure: Resolution Code details page
   To know in detail about the different fields present in the Resolution Code details page, refer to Edit.

Grid

Manage how you want to view the list of configured Resolution Code(s) using two different views.
Figure: Grid and list view

To view the configured Resolution Code(s) list page in different views, perform the following steps. 

1. On the Resolution Code list page, click Grid icon on the top right corner just above the list of forms. It displays all configured Resolution Codes for SRs in a grid view. The information for an individual form is displayed in tabular form.
   
2. On the Resolution Code list page, click List icon on the top right corner just above the list of forms. It displays all configured Resolution Codes for SRs in a list view.

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can focus on the required data with better analyzation. You can apply filters on individual columns as well as per your requirement.

To apply filters on individual columns, perform the following steps:

1. On the list page, click the filter associated with individual column to sort the details in the column as per the requirement. A sample screenshot is shown below:
   Figure: Filters - Individual Column
   
   
2.  Specify the filter criteria based on your requirement. A sample screenshot is shown below:
   Figure: Filters - popup
   
   
3. Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
   
4. Select the option to compare the data based on the conditions. Available options are as follows:
5. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
6. You can click Clear to clear the configured filter and click Apply to set the filter condition.

You can change which columns will appear on the Pending Reason list page in which order by clicking icon.
Figure: Show columns

You can drag the column up and down as per the requirement to reorder the display of columns.
Figure: Sort columns

Add or remove the columns to be displayed on the Pending Reason list page by clicking on the checkbox next to the columns. (Refer the below sample screenshot)
Figure: Add columns - list page

Click Save to save the new view of columns for the Resolution Code list page. Click Cancel to revert all the changes made and close the pop-up. Click Clear All to remove all the applied column view settings.

Search

The Search function enables you to search the configured Resolution Code. You can click the search icon and type the specific Resolution Code ID or the description for the Resolution Code which you want to search. The application displays the result in the result section for the typed Resolution Code. A sample screenshot is shown below:
Figure: Search Resolution Code

Click X (close icon) to clear the searched criteria entered.

Edit

The edit Resolution Code(s) enables you to edit configured Resolution Code details based on the requirement.

To edit Resolution Code(s) details, perform the following steps:

1. Navigate to Service Management.
2. Select Module > Service Request > Configurations > SR Masters > Resolution Code. The Resolution Code list page is displayed.
   
3. Click the ID hyperlink of the Resolution Code to view and edit the configured Resolution Code for the SR. Resolution Code ID details page is displayed.
   Figure: Resolution Code ID Details page
   
4.  Edit the required details of the form. Refer the below table for the fields and their descriptions present on the Resolution Code details page:
   

   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.
   SR Resolution Code	Once you select the Tenant, the SR Resolution Code field becomes a mandatory field. 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.
   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 SR to 'Resolved'.
   Sort Order	Select the sort order in which the Resolution Codes are displayed in the list page 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.
   
5. Click Save to save the updated details in the Resolution Code details page. 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.
6. Click onicon to view the Change History associated with the particular Resolution Code. To know more about Change History, refer to Change History.

Export

Export the current page of the list page or all the pages from the list page of Resolution Code by clicking icon.
Figure: Export

Once you clickicon, the following options are displayed. Click Export Current Page to export the data displayed in the current page. Click Export All to export data of all the configured Resolution Codes for SRs.
Figure: Export current or all page