Manage failure and resolution codes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Manage failure and resolution codes

    ServiceNow enables enhanced maintenance efficiency through the use of standardized and predefined failure and resolution codes. Failure codes identify the precise reason an asset has failed, while resolution codes specify how the issue was resolved. These codes facilitate consistent reporting, analysis, and tracking of asset issues and repairs.

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    Key Features

    • Hierarchical Code Structure: Both failure and resolution codes are organized in a parent-child hierarchy, allowing detailed and organized categorization. Each code has a path tracing back to its root, which updates automatically if the parent changes.
    • Single Parent Linkage: Each failure or resolution code can be linked to only one parent code of the same type, maintaining clarity in the code structure.
    • Admin Center Management: Enterprise and inventory administrators can create sources for failure and resolution codes, create the codes themselves, and import them via Excel templates.
    • User Access and Selection: Inventory users and enterprise asset technicians can view available codes and sources through the Enterprise Workspace’s Admin center, and select appropriate failure and resolution codes during repair flow tasks.

    Practical Use for ServiceNow Customers

    By leveraging failure and resolution codes within the Repair flow task forms, asset technicians can accurately document failure reasons and resolution methods. This structured approach improves maintenance tracking, supports consistent data for reporting, and enables more effective analysis of asset health and repair outcomes. Administrators benefit from streamlined code management, supporting scalability and accuracy in maintenance operations.

    Enhance maintenance efficiency with standardized and predefined failure and resolution codes.

    Failure codes are used to identify the exact reason an asset has failed, while resolution codes specify the method used to resolve the issue.

    Benefits of failure and resolution codes

    • The predefined codes help in consistent reporting, analysis, and tracking of issues and their resolutions.
    • The hierarchical structure of the codes, with each code having a parent-child relationship, offers a detailed and organized approach to maintenance.
    • The Failure code and Resolution code fields in the Repair flow task forms help asset technicians to record the reason for failure of an asset and the resolution used for its repair.

    Hierarchy of codes

    A code can have a parent and a path. For example, Major engine failure can be a parent failure code, with child codes like Engine oil dried out or Carburetor broken down.

    When a code is created, its path is generated by tracing back to the root code. For example:

    • For Code A that doesn't have any parents, the path is Code A.
    • For Code B that has a parent Code A, the path is Code A, Code B.
    • For Code C that has a parent Code B, the path is Code A, Code B, Code C.
    Note:
    The parent code is of the same type as the child code. For example, the parent of a failure code is another failure code, and the same applies to resolution codes. If the parent changes, the path of the children is automatically updated. A failure code or resolution code can be linked to only one parent code.

    Work with failure and resolution codes

    As an enterprise administrator or inventory administrator, you can perform the following actions in the Admin center:
    As an inventory user or enterprise asset technician, you can perform the following actions: