INC Resolution Codes
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09-09-2019 07:12 AM
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.
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Incident Management
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09-09-2019 08:03 AM
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
