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Updated on 04 Apr 2024
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Closure Codes for efficient Problem Management!

Closure Code refers to predefined codes assigned to a Problem Record when it is closed. Closure Codes are used to capture the reason for closure of the Problem Record. The Closure Code serves as a standardized code or label that describes the closure status of a Problem Record. The specific Closure Codes can vary depending on the organization and their change management processes.

Effective configuration and use of Closure Codes in Problem Records are essential for documenting, analyzing, and improving the resolution process. They contribute to efficiency, transparency, and the overall effectiveness of an organization's approach to managing and resolving Problem Records.

User Persona: Administrator

Let's explore the following use case.

Use Case

User Persona: Administrator

Solution

ACME has a critical software application that frequently crashes, causing disruptions and impacting user productivity. ACME's support team swiftly fixes the problem. However, ACME's IT support team aims to identify the solution implemented to fix the crashes.

ACME's Administrator Fredrick can configure Closure Codes that the Analysts can use while changing the status of the Problem Record, that was logged for software application crashing, to closed. The Closure Codes will convey the reason behind closing the Problem Record.

Following are some of the examples of Closure Codes in this use case:

Resolved - Software Patch
Resolved - Configuration Update
Requested for Change
Workaround Implemented
Unable to Reproduce - Insufficient Information
User Error - Training Required

Configure Closure Code

You can configure Closure Code for Problem Records to provide a structured and organized approach to managing, recording and analyzing the closure of Problem Records.

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

Navigate to Design Studio > Select Module > Problem Management > Configuration > Change Configurations > Closure Code. The Closure Code List page is displayed.
Click New to configure a new Closure Code for a Problem Record.
Figure: Problem Record Closure Code List
The Closure Code ID page is displayed where you can configure the Closure Code for Problem Records for a specific tenant by mentioning its symptom, description, sort order, and other details.
Figure: Closure Code ID
Enter the required details in the Closure Code ID page as describes in the following table:

Field	Description
Department*	Select Department from the dropdown menu for which you want to configure the Closure Code for a Problem Record. This is a mandatory field.
Description	Mention a brief description about the Closure Code. Provide details on the circumstances under which this Closure Code should be applied and the specific outcomes it represents. Specify any dependencies or prerequisites that should be considered when applying this Closure Code.
Closure Code	Enter the name of the Closure Code. The Closure Code offers clarity and context regarding closure of the Problem Record. This field is valuable for better understanding and analysis of the Closure Code.
Sort Order	Select the sort order in which the Closure Codes are displayed or listed within the ITSM system when Analysts are selecting or viewing them.
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.

An asterisk (*) is a mandatory field.

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

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What's Next

Manage Closure Code

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