Incident Resolution Codes
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02-25-2025 12:18 PM
I want to recommend the usage of Resolution Code >> giving the cause of the issue under Incident Management in my organization.
Purpose - 1.better categorization as per the cause/Holistic view of different causes of Incidents in env
2. Perform a good analysis of Incidents to activate Proactive problem management on monthly basis
Current usage is only of "Close Code" >>which states "Solved", "Not solved", "Workaround" etc....
I was asked to use the Tag functionality instead of a Resolution Code "Drop down" with a choice of potential causes listed.
I do not see the Tags solving my purpose due to below reasons :
-It does become an actual "Field" in Inc form, hence cannot be made mandatory.
-Tags are to be added manually, possible chances of skipping to add Tags
-Not easy to track in Reports
-Unable to keep a check whether a particular Inc is tagged or not.
If anyone has any suggestions on this, would really appreciate
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02-25-2025 01:09 PM
Hi @SumedhaL
Agreed, tags won’t solve the issue as they are only for categorization. You need to enhance the resolution code instead. A good approach would be to take a data dump of the last six months, review the incident records, and analyze whether new resolution codes are needed to improve accuracy.
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Dr. Atul G. - Learn N Grow Together
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3 weeks ago
Below are resolution codes we have set up at two previous roles as an IM Practice Owner. they help with reporting, proactive problem management, and educating teams. The italic ones were rarely used,
Resolved – Action taken documented via field selections and notes
Resolved - Manual Request Approval - Special code to be used for temporary delegate incidents
Resolved - Training Provided - User training given, nothing was broken
Resolved - Knowledge Article - Resolved the incident by leveraging the steps in a documented Knowledge Article found in ServiceNow
Resolved - User Requested Closure - User requested the closure
Resolved - Working as Expected - System not broken
Resolved - Not an Incident - Action documented in the incident ticket was a request but triaged as an Incident
Not Solved- Cannot Reproduce - Cannot reproduce the issue
Not Solved - Too Costly - Issue identified, decision made not to fix it
