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

[lmt]

You can use Informational only or Training Opportunity as a cause code for incidents like these.

[sarah44]

hello

We are currently looking at our SN implementation and this is something we are looking at 

ie to add a "reason" when closing incidents, so we can run trend analysis to "spot problems"

To do this , did you make some config or did you have to add customisations

We are trying to avoid customisations, as this can impact release upgrades

thanks

sarah

[Uncle Rob]

OOB there's a closure code choice list.