Configuring Closure Codes PM

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

Problem Management

What are Closure Codes?

A Closure Code is the status code used by the Analysts while closing a Problem Record (PR). The Closure Codes are added based on the organization's requirements. The configured Closure Codes are available to the Analysts while resolving PRs. You can add and modify the Closure Codes for a Tenant.

To configure Closure Codes:

  1. Select Problem > Configuration > Closure Code.
  2. On the CLOSURE CODE page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new Closure Code details. For information about the fields on the CLOSURE CODE page, see Field Description.
  4. Click SUBMIT. A new Closure Code is configured.

 CLOSURE CODE

         Figure: CLOSURE CODE page

Field Description

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

Field

Description

DETAILS

Closure Code

Type in a name for the Closure Code.

Sort Order

Type in the order number in which the Closure Codes need to be listed in the Closure Codes list.

Default

Select this check box to display the Closure Code as a default selection on other pages of the application.

Active

Indicates the status set for a Closure Code.

  • If selected, the Closure Code becomes an available option on the other pages of the application.
  • If not selected, the Closure Code becomes an inactive value. The inactive Closure Codes are not displayed in the Closure Code list on the other pages of the application.

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 showing all the configured Closure Codes for the selected Tenant.

 CLOSURE CODE

  Figure: CLOSURE CODE page: List of Closure Codes

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

Note

When the configured Closure Codes are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Closure Code.