Configure Resolution Code

Updated on 11 Dec 2024
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In a Work Order, a Resolution Code is a predefined categorization that describes the method by which a request is resolved. These codes provide a standardized way to document the resolution or outcome of an issue.

Overview

In an IT Service Management (ITSM) application, a Resolution Code in a Work Order is a predefined code or label that represents the specific outcome or resolution of the work being performed. When a Work Order is completed or resolved, the IT staff or technician selects an appropriate resolution code from a predefined list to indicate the result of their efforts.

Use Case

Solution

Novatech's IT Team is experiencing inefficiencies in handling Work Orders due to inconsistent documentation of service resolutions.

Sandra the Application Administrator logs in to the application, navigates to WO Masters then Resolution Code. Creates a new Resolution Code from the List page using the New button. Then she selects appropriate Tenant from the dropdown field. Enters "Service Restored" in the WO Resolution Code field and describes as "Service running". Sets the Sort Order of the Resolution Code to 1 to prioritize the Work Order on the List page. Enables Active option to make it available within the application.

Configure Resolution Code

Resolution Codes in Work Order is an essential process that enhances the clarity and efficiency of handling Work Orders. Resolution Codes are predefined categories that describe the solution or outcome of a service request or incident, providing a standardized way to document how issues are resolved. By setting up and customizing these codes, organizations can streamline communication among service teams, improve reporting and data analysis, and facilitate continuous improvement.

To configure Resolution Code, perform the following steps:

Log in to the Apex application.
Navigate to Design Studio > Service Management > Work Order > Configurations > WO Masters > Resolution Code.
Click New to configure Resolution Code.

Figure: Resolution code list
Select and enter appropriate values for the mandatory fields.
Figure: Resolution Code Configuration

Enter the appropriate details in the required fields.

For more information, refer to the following Field Description table:

Field	Description
Tenant	Select Tenant from the field dropdown.
WO Resolution Code	Enter the Resolution Code in the field. Note Hover on the info icon to view the information message about the field. The message is as follows: "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	Enter Description about the Resolution Code.
Sort Order	Specify a value to set the sort order for the Resolution Code. 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	Enable Active control, it indicates that the Resolution Code is Active across all the pages wherever it is used. By default, this is inactive.
Default	Enable Default control, it indicates that the Resolution Code is set as Default and this value will be considered as Default value when used. By default, this value is set to non-default.

Click Save.
The configured Resolution Code is displayed on the List page.

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Manage Resolution Code

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