Configuring Closure Codes

Owned by Enterprise IT
May 29, 2024

SummitAI Service Management Help

Incident Management

What is a Closure Code?

The Closure Code is the status code used by the Analysts while resolving an Incident. You need to add these Closure Codes based on the organizational needs. The Closure Codes defined by you are available to the Analysts while resolving Incidents. For example, Temporary Solution Provided, Out of Scope, Waiting for User Response, Incomplete Information, Waiting for Approval Confirmation, Successful, and so on. You can add and modify Closure Codes for a Tenant.

To configure Closure Codes:

  1. Select Incident > Configuration > Incident Masters > Closure Code.
  2. On the CLOSURE CODE page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in a name for the new Closure Code in the Closure Code Name text box. Select the Default check box to make the closure code as the default closure code. If you select the Active check box, the Closure Code becomes an available option in the Closure Codes list on the other pages of the application.
  4. Click SUBMIT. A new Closure Code is configured.

    CLOSURE CODE page
    Figure: CLOSURE CODE page

ACTIONS

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

 SHOW LIST

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

 
Figure: CLOSURE CODE page: List of Closure Codes

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

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

Note:

When the Closure 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 Closure Code.
  • Click IMPORT to update or create multiple Checklists, 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 CLOSURE CODE page. For more information see Importing Master Template.

When the incident is closed post resolved incident approval workflow in that case:

  • If Incident Closure Mode is selected as Auto at Tenant level then the Closure Code and Category specified at the time of resolution will be updated during the incident closure.
  • If Incident Closure Mode is selected as Manual at and Closure Code is set as default Tenant level, then the default closure code and category will be updated during the incident closure.
  • If Incident Closure Mode is selected as Manual at and Closure Code is not set as default Tenant level then the first value (1st) from closure code table will be updated during incident closure.