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Updated on 13 Sep 2023
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Experience swift solutions, and reliable outcomes in Resolution Codes.

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. Using resolution codes in Work Orders within an ITSM application offers standardization, transparency, improved performance metrics, better root cause analysis, knowledge base management, SLA compliance tracking, efficient user communication, workflow automation, and support for continual service improvement efforts. It enhances the overall management of IT services and helps deliver more effective and efficient support to users.

User Persona: Administrator

The following Infographic describes the benefits of using a Resolution Code in a work order.

Figure: Benefits of Resolution Code

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

A human resources (HR) department is implementing an HR Service Management system to manage the employee onboarding process. The HR team wants to use resolution codes in the Work Orders to track and manage different outcomes related to the onboarding tasks. The goal is to configure the HR Work Orders with resolution codes to categorize the results of the onboarding process and gain insights for process improvement.

The HR Work Orders will include a "Resolution Code" field with predefined options that represent various outcomes related to the onboarding process.

The resolution codes will be used to trigger subsequent actions in the onboarding process, such as task completion notifications or escalations for pending items.

The following use case related to onboarding is explained in the steps:

Employee Onboarding Initiation: When a new employee is hired, the HR team initiates an onboarding Work Order in the HR Service Management system.
Work Order Assignment: The Work Order is assigned to the HR representative responsible for coordinating the onboarding process.
Paperwork Completion: The HR representative assists the new employee in completing the necessary paperwork, such as tax forms and employment contracts. Once the paperwork is completed, the HR representative selects the appropriate resolution code (e.g., "Paperwork Completed") and updates the Work Order.
IT Equipment Setup: The IT team sets up the new employee's computer and necessary access to systems. After the equipment setup is done, the IT team selects the corresponding resolution code (e.g., "IT Equipment Set Up") in the Work Order.
Orientation Session: The HR team conducts an orientation session for the new employee. After the session, they select the resolution code (e.g., "Orientation Completed") in the Work Order.
Manager Approval: The HR representative ensures that the new employee's manager provides the required approvals. Once the approvals are obtained, the HR representative updates the Work Order with the appropriate resolution code (e.g., "Manager Approved").
Onboarding Completion: Once all the tasks in the onboarding process are completed, the HR representative selects the resolution code "Onboarding Completed" in the Work Order to signify that the process is finished.

Let's configure Resolution Code for a work order, click on the following icon for configuration details:


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