SummitAI Service Management Help

Problem Management

What are Resolution Codes?

The Resolution Code is the status code used by the Analysts while resolving an Problem Record. The Resolution Codes defined by Administrator are available to the Analysts while resolving Problem Records.

For example, Temporary Solution Provided, Successful, Not Successful, and so on. You can add or modify the Resolution Codes for a Tenant.

Note:

By default, the Resolution Code is disabled. If required, the Administrator can enable the Resolution Code on the Problem Management TENANT configuration page, see Configuring Problem Management Module.

To configure Resolution Codes:

Select Problem > Configuration > Resolution Code.
On the RESOLUTION CODE page, click ADD NEW on the ACTIONS panel.
Fill in all the details on the RESOLUTION CODE page. For more information about the fields on the RESOLUTION CODE page, see the Field Description.
Click SUBMIT. The new Resolution Code is saved.

Figure: RESOLUTION CODE page

Field Description

The following table describes the fields on the RESOLUTION CODE page:

Field	Description
DETAILS
Resolution Code	Type in the name for the new Resolution Code.
Sort Order	Specify the sort order number. The Resolution Code appears in the Resolution Code selection drop-down in the same order on the other pages of the application.
Default	If the Default check box is selected, the configured Resolution code becomes the default Resolution Code.
Active	If the Active check box is selected, the Resolution Code becomes an available option on the other pages of the application.

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 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. 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 ADD NEW button is displayed on the ACTIONS panel. Click ADD NEW to configure a new Resolution Code.

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