What is the difference between Resolve Notes and Closure Notes in an incident ticket?

[Jimmy12]

I'd like to know when and how to utilize Resolve Notes and Closure Notes.

[Logan Poynter]

Hello Jimmy,

Realistically you can use them in whatever way is most appropriate for your org and could be used interchangeably but generally:

Resolution Notes: These are internal documentation on steps taken to reproduce, troubleshooting done, etc. that can assist another agent in the future when faced with a similar issue. 

Closure Notes: These are generally used for a brief synopsis of the resolution for viewing by the affected caller and do not contain high-level technical details. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Hitoshi Ozawa]

Close Notes is a field in the "task" table. Resolution Notes is a field in the "Incident" table.

OOTB,  Resolution Notes are displayed in incident while Close notes are in all tables inheriting the task table such as Change requests and Problems. OOTB, filling out Resolution code and Resolution Note is required to resolve an incident while Close code and Close note are not required to resolve nor close an incident.

Notes have corresponding "code" field. Close code are "None", "Successful", "Successful with issues", "Unsuccessful".

Resolution codes are as below:

[Hitoshi Ozawa]

If Close Note field is on Incident form, close code and close notes will become mandatory when closing an incident. This is controlled by "Client Script" > "(BP) Close Mandatory on Close or Resolve".

End user may close an incident bypassing resolution. Close notes can be used in such a case to write notes about why it was closed. Resolution Notes are often written by the help desk on how they resolved the incident.

[Albatruss]

Confused about Resolve vs. Closure Notes in those incident tickets? Here's the breakdown: **Resolve Notes:** Think of these as the "battle report" after you fix the issue. What did you do to get things back up and running?