Configure Resolution Code

Configuring resolution codes in an ITSM application is essential for standardization, data analysis, knowledge base management, root cause analysis, SLA compliance, performance metrics, continuous improvement, transparent communication, workflow automation, and overall customer satisfaction. Properly documented resolutions help IT teams deliver more efficient and effective support to end-users and contribute to the organization's overall service excellence.

To configure Resolution Code, perform the following steps:

1.  Log in to the application.
   
   
2.  Navigate to Design Studio > Service Management > Work Order > Configurations > WO Masters > Resolution Code.
   The configured Resolution Code list is displayed.
   Figure: Resolution code list
   
   
3.  Click New.
   Resolution Configuration Code is displayed.
   Figure: Resolution Code Configuration
   
   
4.  Enter the appropriate details in the required fields.
   
   Refer to the following table for field description: 

   Field	Description
   Tenant	Specifies the Tenant name.
   WO Resolution Code	Mentions the Resolution code for WorkOrder. Note Standardized code to identify the specific solution or resolution implemented to address a work order, enabling better tracking and analysis of the resolution process.
   Description	Describes the Resolution Code.
   Sort Order	Specifies a value to set the sorting position in the WO Resolution Code list section or WO Resolution Code drop-down inside the Group across the Application. Note The Sort Order field accepts values from 0 to 999. The Resolution Code is executed alphabetically on the pages irrespective of the number of Resolution Codes that are configured with the same Sort Order or without any sort order. Example If Resolution Code 1 (Resolved) is configured with sort order value 1.  Resolution Code 2 (Successful) is configured with sort order value 2. Resolution Code 1 (Resolved) is placed on Resolution Code 2 (Successful) across all the pages.
   Active	Indicates that the configured Resolution Code is Active on all the pages wherever it is been used.
   Default	Indicates if the WO Resolution Code is set as Default then this value will be considered as Default value when used across the pages.

5. Click Save.
   The configured Resolution Code list page is displayed.
   Figure: Resolution Code list