Hi All,
I'm reviewing Incidents looking for trends and have noticed that with all the fields we have, none of them get me to what I need to know.
I can show how many times an application was named in an incident or how many Computer issues were reported but I can't tell how they were fixed without reading notes.
Today I had an idea to add in a resolution field and I am hoping someone will be willing to share their ideas or experience with this.
To me, if every incident had a resolution required, and we came up with a short list of choices to select before closing, it would make reporting and spotting trends simple.
My ideas for choices:
1.) User Training - no actual issue with the service, just needed to show someone how to do something. (maybe if we had enough we'd dig in to see if we can make things easier)
2.) Problem Created - this would indicate a bug needing to be fixed and let me know where to look for the fix
3.) Replaced Hardware
4.) Recycled app pool
5.) Access Issue
6.) Upgraded Software
etc....
I'm hoping to keep the list small but somehow include as many "blanket" resolutions as I can to make reporting simple.
Anyone want to take a stab at this one?
Thanks
Carl
