INC Resolution Codes

[BBoies1]

We are in the process of updating, revamping, and/or rejuvenating our Incident Management.

We are currently working on creating new Resolution Codes. The ones we're using now were, quite honestly, point solutions to address a specific need a particular manager had. They're chintzy and essentially useless now, aside from chucking Incidents into very generic buckets. We're using: 

• Data
• Hardware
• Software
• Reboot/Recycle
• Profile
• Unable to Recreate
• Closed/Resolved by Caller
• False Positive
• User Training

As you can see, we use the Res Code to reflect more so what the issue was, rather than how it was resolved (except for a few that seem to have snuck in with the riff raff).

How are you, the wonderful people of the ServiceNow Community, using this field? I would love to hear what codes y'all (I'm in Missouri, I'm allowed to say it) are using.

[Waleska]

We plan to use most of the Out of Box resolution codes. Since we have Category/Subcategory + Business Service to know what was affected, we want to use the resolution code to inform us of whether or not we solved it for the user, just put a bandaid on it, or if we couldn't solve it. We also have the codes that are automatically used if an incident is converted to a request or converted to a problem.

Here are the codes we have:

- Converted to Problem

- Converted to Request

- Solved (Work Around)

- Solved

- Not Solved (Not Reproducible)

- Not Solved (Not Possible)

- Closed/Resolved by Caller