SummitAI Service Management Help

Incident Management

What are Resolution Codes?

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

To configure Resolution Codes:

Select Incident > Configuration > Incident Masters > Resolution Code.
On the RESOLUTION CODE page, click ADD NEW on the ACTIONS panel.
Select the Tenant, type in a name for the new Resolution Code in the Resolution Code Name field. If you select the Active check box, the Resolution Code becomes an available option on the other pages of the application.
Click SUBMIT. The new Resolution Code is saved.

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 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 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 (See: Importing Master Template in SummitAI Platform Help).

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