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

[sdtimb]

This is an interesting approach. We are still using the OOB closure codes, of which I'm not a big fan. My only thought about using a hierarchical structure, as in the example you provided, is that it could become cumbersome for the IT staff when closing Incidents. From my experience, if the process isn't straightforward there is a tendency to just chose whatever so they can move forward. Having inaccurate data would defeat the purpose.

In my environment we don't really have a need to report down to this level. It would be interesting to hear your goals for using these closure codes.

[mduluk]

So we have a cause and sub-cause for our resolved issues.   The cause is broad,

Change induced, capacity related, knowledge/training related, security related, or component issue.     Each cause has different sub-causes, for example, change induced has the sub-causes of user originated, IT originated, or vender originated.   Capacity related has sub-causes of Server performance, network, application/licensing, etc.     If you are interested I can send you the full list.

[Ruchi19]

Thanks   Matt. I would really appreciate if you send me the list for my reference. This is really going to help us as till now we're only using few closure codes but it is not helping our teams and managers to do more analysis and trending based on these closure code. Thanks again.

[Slava Savitsky]

We are using a very basic set a closure codes for incidents:

• Solved
• Gone / Withdrawn
• Passed to Change Management
• Unable to solve