Incident Resolution Codes

[SumedhaL]

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

[Dr Atul G- LNG]

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.