Incident data model: Resolution

Help desk operators are prompted to enter record resolution information when they close records, including a Closure Code (this is a mandatory field). Service Manager provides out-of-box Closure Codes, which can be tailored to meet the customer’s requirements. Resolutions can be promoted as candidates for the knowledgebase. Knowledgebase entries can also be used as the resolution for the Incident record.

Related topics

Incident Details section

Activities section

Resolve an incident