Service Management Help

Service Request Management

The Resolution Code is the status code used by the Analysts while resolving a Service Request (SR). You can add and modify the Resolution Codes as per the organization's requirements. The Resolution Codes defined by you are available to the Analysts while resolving SRs. The Resolution Codes are useful when the Analyst can manually close SRs. This step insists the Analysts to re-evaluate the solution before changing the status of an SR from Resolved to Closed status. You can add or modify the Resolution Codes for a Tenant.

To configure Resolution Codes:

Select Request > Configuration > Service Request Masters > Resolution Code.
On the RESOLUTION CODE page, click ADD NEW on the ACTIONS panel.
Select the Tenant and type in a name for the new Resolution Code in the Resolution Code Name text box. If you select the Active check box, the Resolution Code becomes an available option in the Resolution Code list on the other pages of the application. If you are configuring Resolution Codes for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
Click SUBMIT. A new Resolution Code is configured.

Figure: RESOLUTION CODE page

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the RESOLUTION CODE page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Resolution Codes configured in the SummitAI application for the selected Tenant.

Figure: RESOLUTION CODE page: List of resolution codes

Resolution Code ID column in the LIST table displays the ID associated with every configuration.

To edit a Resolution Code, click the Resolution Code Name. Make appropriate changes and click SUBMIT.
To display the inactive Resolution Codes, click the Include Inactive check box.

Note:

When the Resolution Codes are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click ADD NEW to configure a new Resolution Code.
Click IMPORT to update or create multiple Resolution Codes, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the RESOLUTION CODE page. For more information see Importing Master Template in SummitAI Platform.

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