Incident - Resolution code

[Ruchi19]

We're planning to enhance the resolution code for our Incident management. I wanted to see what kind of resolution codes you're using so that it helps you better on Incident trending and resource utilization.

For ex: I am more thinking like hierarchical closure codes for us. I have come up something like this

• Application/Software
  • defect raised
  • Existing Defect
  • Restart / Reboot
  • Configuration changes
  • new functionality / enhancement

Any thoughts / suggestions or samples to share what you do on your side?

Thanks again

[Uncle Rob]

I tend to stay away from hierarchies for a number of reasons

1)   They take significant amounts of time to design & maintain

2)   The user community rarely uses them with the accuracy we'd hope.   I found this out one time by doing a record by record audit of a months worth of tickets.   It was the first time in years the hierarchy had been reported on

3)   Hierarchies are ways communities have been taught to contend with data, however it's rarely ever reported on, and if it is, the results rarely alter operations.

4)   There are always more dimensions stakeholders want to add, which means its only a matter of time until the hierarchy is a sprawling mess.

My advice is that if you don't know deep down in your guts how the reporting results will alter operations, then stick with a handful of ultra high level ones.

[Ruchi19]

Thanks everyone for your response. Until now, we're only using high level of closure codes but with the new   management in place, all the resources and trending is being more scrutinized and there's going to be an impact based on this evaluation. At the same time, we're also trying to find improvement opportunities from this   trending. Say for ex, currently we have hierarchy for batch failtures and it really helped us   taking some actions on reducing the amount of batch failtures.

[mduluk · Accepted solution]

I attached our layout, however I do 100% agree with rfedoruk.   If you do not have a level of accountability, and management is not actively reporting off the close codes, the hierarchical method can quickly generate bad data.

[Ruchi19]

Thansk a lot Matt.

[shristy2]

Hi,

can anyone provide the resolution code for : if the incident is created because the user wanted just the information related to particular thing.

One is : no further action required..

any other suggestions?