What is the definition of Close Code vs Resolution Code?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-14-2017 07:50 AM
We are using close code and resolution code upon closing incidents. It is confusing to the ITIL user. I searched the WIKI and cannot find a definition. Do you have any we can use (checked the glossary as well). Thanks.
- Labels:
-
Incident Management
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-20-2023 10:01 AM
Hi, I did not get any response for my question, I wanted to know if there was any definitions for the new resolution codes.
Thank you,
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-14-2017 08:41 AM
Glen,
Not sure if you are referring to the state (Closed vs Resolved) or the actual "Close Code" field. There is no "Resolution Code" out of the box so if you have added one, that would be up to your organization of why they think they need an additional field and what they are trying to track. The Closed Code is meant for metrics such as feeding into Problem Management (i.e. Solved with workaround)
As far as the states, this follows ITIL best practices. A "Closed" ticket is one that is closed meaning per ITIL it cannot be re-opened. Therefor you have "Resolved" which ultimately pauses your SLA clock waiting for confirmation from the end user that the case has indeed been resolved and thus can be closed (or timed out for auto-closure). There is also an out of the box business rule that will handle the auto-closure of Resolved tickets based on elapsed time.