Auto categorise incidents when self resolved

[lynchr02]

I'm trying to set the category and subcategory of an incident when its set to resolved by the user on the employee centre. I've put in a business rule to set the category fields to resolved by user if conditions are resolution code is resolved by user, state is resolved and resolution notes is closed by caller. I've tested but the category fields are staying as none 

[Mark Manders]

You are using 'category' for the same information as 'resolution code'? Isn't that a weird way of categorizing? If I have a printer issue (category = hardware, subcategory = printer) and I find out that it wasn't plugged in, so I close it, it is still a printer issue. Just resolved by myself. 

But, assuming the requirement is valid, can you share the logic of your business rule? How do you trigger it, when do you trigger it and how are you setting which values?

[lynchr02]

Exactly resolved by caller is the resolution code used when self resolved by a user. All I need is the category and the subcategory to be populated with resolved by user which I added manually rather than none as the none's than appear in our report at the end of the month.    

[Mark Manders · Accepted solution]

It still sounds weird, because it's not really categorization as is meant by ServiceNow. Even if a ticket is resolved by the user, it is still a hardware or software issue. You will never be able to include these in your 'how many hardware issues did we have last month'.

But: your BR seems OK, except for the 'after insert' part, because I don't think you will ever have someone create a ticket from the portal on 'resolved', so 'after update' should be sufficient. 

Are you sure the close notes are correct? BR's validate case sensitive, so if the real text reads 'Closed by caller' instead of 'Closed by Caller' it won't trigger.

Next to that: you already have the logic on place to set the resolution code, resolution notes and state when the user does this from the portal. Why not apply the logic in there as well? Set the category and subcategory within the same logic that sets the state/notes/code? It will save you an extra business rule that triggers.

[lynchr02]

The previous rule to set the resolution details were setup by a third party and I don't know what its called. The resolution code was caller in the ticket while the choice was Caller I changed this but still the categories are none after self resolved