CentrexIT — Resolution Codes Definitions and Use

Christina Tarpey Work Instruction 1 min

Publishedv3

Purpose:

To ensure users within the ticketing system understand the definitions of resolution codes prior to selecting them when closing a piece of work.

Scope:

All CIT working within Halo

Responsibility:

Service Delivery, Security, Operations

Definitions:

Incident Resolution Codes

Resolved by workaround

A workaround was put into place that resolved the immediate issue. Ultimate resolution could be project, problem, etc but user can work around the issue reported

Resolved by hardware replacement

Issue could not be resolved without hardware replacement. This code is used and work is resolved once replacement has been ordered. Any work being done on the new hardware should generate a new piece of work.

Resolved by reboot

A reboot of the hardware resolved the issue - not limited to a computer

Resolved (catch all) - mandatory field required

Resolved but no current codes match the resolution - mandatory field must be completed with code that should be reviewed

Resolved by third party/application support or vendor ticket

Incident is resolved but required assistance from a third party, application support or vendor. This includes ISP.

Resolved with user education

No changes, troubleshooting or work was completed. User was educated on how to resolve the issue.

Resolved by customer

Customer was able to resolve the issue without any assistance from the technician.

Not resolved - could not reach customer

Technician has reached out consistently via email and phone for three business days with no response.

Not resolved - known problem/error

Unable to resolve the issue but the issue is known and a current Major Incident, Project, or Problem in place to resolve. This incident must be attached to the parent piece of work

Resolved by software config adjustment

Software changes were required to resolve the incident - this includes reinstallation

Resolved by password reset

Password reset resolved the incident.

Duplicate incident

An incident already exists for the exact issue for the same customer. Child this ticket to the master.

Resolved - root cause unknown

Issue is resolved but root cause has not been identified - applies to alerts that cleared with no explanation

Not resolved - unable to reproduce

User can confirm issue but while technician is on the line, they are unable to reproduce the issue to troubleshoot - reproducing the issue is required to troubleshoot when choosing this code

Resolved - hardware reconfiguration

Moving, resetting or readjusting a piece of hardware resolved this incident - moving printer, swapping cables, etc.

Request Resolution Codes

Completed by workaround

A workaround was put into place that resolved the immediate issue. Ultimate resolution could be project, problem, etc but user can work around the issue reported

Completed by hardware replacement

Request could not be resolved without hardware replacement. This code is used and work is completed once replacement has been ordered. Any work being done on the new hardware should generate a new piece of work.

Completed by reboot

A reboot of the hardware completed the request - not limited to a computer

Completed (catch all) - mandatory field required

Completed but no current codes match the resolution - mandatory field must be completed with code that should be reviewed

Completed by third party/application support or vendor ticket

Request is completed but required assistance from a third party, application support or vendor. This includes ISP.

Completed with user education

No changes, troubleshooting or work was completed. User was educated on how to complete the request.

Completed by customer

Customer was able to resolve the issue without any assistance from the technician.

Not completed - could not reach customer

Technician has reached out consistently via email and phone for three business days with no response.

Not completed - known problem/error

Unable to resolve the issue but the issue is known and a current Major Incident, Project, or Problem in place to resolve. This request must be attached to the parent piece of work

Completed by software Config Adjustment

Software changes were required to complete the request - this includes reinstallation

Completed by password reset

Password reset completed the request.

Completed by user config adjustment

Changes to how the user was confirmed within an application completed the request.

Duplicate Request

A request already exists for this for the same customer. Child this ticket to the master.

Not completed - not approved

Request was put in by a user that did not have the approval of POC or VITM

Completed by provision/reprovision

Request was completed by a full provision or reprovision - refer to category and subcategory for specifics.

Completed by hardware reconfiguration

Moving, resetting or readjusting a piece of hardware completed this request - moving printer, swapping cables, etc.

Procedure:

Selecting a Resolution Code

CIT employee who is completing the work needs to select the proper resolution code based on what was done to complete the work
This should only be done when the piece of work is completed
Repeat for every piece of work upon completion

Analyzing the Data

Resolution codes will be utilized by client facing CIT employees to analyze and track trends based on resolution codes in relation to configuration items,
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  categories, subcategories, and clients.
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Any free text resolution codes entered will be reviewed and analyzed at the start of each month by the Service Desk Manager to determine if current codes need
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  updated verbiage or if new need to be added for data tracking.
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Effectiveness Criteria:

Resolution code must match the action that was completed in order to put the ticket in a resolved or completed status
If code does not exist, to be effective, select the generic resolution code and enter in the prompted field the code that is missing

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