Resolution Code Master Configuration

Owned by Enterprise IT
May 08, 2024
5 min read

Resolution Code configuration in Global Tenant

An option to add a Global Tenant to the Resolution Code Master Configuration to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. All the Local Tenants under the Global Tenant inherit the configurations made for the Global Tenant. The Global Tenant configurations cannot be modified from the Tenant configuration pages. For more information see Global Tenancy Overview.

The Resolution Code is the status code used by the Analysts while resolving an Incident. 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 Incidents. The Resolution Codes are useful when the Analysts manually close Incidents. This step insists the Analysts to re-evaluate the solution before changing the status of an incident from Resolved to Closed status.

To know more about Resolution Codes see Configuring Resolution Codes.

You can perform the following functions in Resolution Code Configuration in Global Tenant:

Configure Resolution Code for Global Tenant 

To add a Resolution code in the Global Tenant, perform the following steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution Code.
  2. Select Tenant Global Tenant > In the ACTIONS Panel, click SHOW LIST. 

The Resolution Code List page is displayed.

Figure: Resolution Code List Page in Global Tenant.

3. Click the ID of the Resolution Code Name to view the Details.

Figure: Resolution Code Details in Global Tenant.

Note

Since this is in Global Tenant, all the values should be configurable.

View Configurations in Local Tenant. 

To view a configured Global value inherited to the Local Tenant, perform the following steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution
  2. Select a Local Tenant > In the ACTIONS Panel, click SHOW LIST.

    The Configured Resolution Code will be represented by a Globe Icon next to It.

Figure: Global Icon next to Configured Resolution Code.

       3. In the List page, you can view the value configured at the Global tenant being inherited to the Local tenant.

 

Figure: Global Configuration Details.


Note

  • As this is a Global Tenant configuration only few fields are editable. The changes made to the editable fields on this page are saved only for the selected Tenant. If any changes are made to the editable fields at the Global Tenant level, the changes made on this page are not overwritten. 
  • All the configurations in the Global tenant are inherited to the Local tenant.
  • The ID of the Local value will not be same as the Global value. In the backend a copy of the copy value will be created for every Local tenant. These values will carry a reference to the Global value.


Creating configuration in Local Tenant

To create a configuration in the Local Tenant, perform the following steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution
  2. Select a Local Tenant > In the ACTIONS Panel, Click ADD NEW.

The Resolution Code Details page is displayed.

Figure: Resolution Code Details page in Local Tenant.


       4. Enter the Details and click Some of the fields are explained in the following table.

Field

Description

DETAILS

Resolution Code Name*

Enter the Resolution Code Name

Active

If you select the Active check box, the Resolution Code becomes an available option on the other pages of the application.


Editing configured Global value in Global Tenant 

To Activate/Deactivate a Global value, perform the following steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution.
    The Resolution Code List page is displayed.

  2. Select the Tenant as GLOBAL TENANT.
  3. Click the ID of the Resolution Code to be Activated/Deactivated.
  4. Clear the Active checkbox to Deactivate the value (or) Select the Active checkbox to Activate the value.
  5. Click SUBMIT.

Note

You cannot deactivate a Global value configuration if there are any open records using the same configuration. Upon clicking Submit, system will display validation message as “This value is being used in open transaction here. Modify them to deactivate the value. “



To edit Resolution Code Name properties in Global Tenant, perform the following steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution
    The Resolution Code List page is displayed.

  2. Select the Tenant as GLOBAL TENANT.
    Click the ID of the Resolution Code.

    Figure: Resolution Code Details.

  3. Edit properties of the selected Resolution Code > Click SUBMIT.
  4. Once the changes are saved, click SHOW LIST to see the edited value.


    Figure: Resolution Code Edited in Global Tenant.

To view whether the changes have inherited to Local tenant, follow the below steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution
  2. Select any Local

The Resolution Code List is displayed, where you can find the edited Global configuration value.

Figure: Edited Global value changes in Local Tenant.

The Delink option is provided in the Actions panel when there is a Global value configuration in details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To Delink a Global Resolution code value, perform the following steps:

  1. Navigate to Incident > Configuration > Incident Masters > Resolution
  2. Select the desired Local Tenant. The Resolution Code List page is displayed.
  3. Click on the ID of the Resolution Code value to be Delinked.


    Figure: Delinking Resolution Code value

  4. In the ACTIONS Panel, Click the De-link. The Details will become configurable.

    Note

    All the properties of the configuration will be configurable upon clicking the De-link option and you will get a prompt, “By delinking the values, Global value will be converted to Local, post clicking on the Submit button.”

  5. Click SUBMIT and then click OK to Save the details.

After the details have been saved, click SHOW LIST to view the Delinked Configuration.

  • The Delinked Configuration will be replaced by a De-link Icon to signify that the configuration has been converted to Local value.
  • When you hover onto the icon you can view the tooltip as ‘Global value converted to Local value.’
  • A Global value once Delinked cannot be Re-linked.