Setting Up Service Resolutions

On the Service Resolutions form, set up codes that are used when an incident is closed, to describe how the incident was resolved. You can define general resolution categories, and then define specific resolutions for each category. The service representatives select the resolution in the Incidents form.

This example shows how you could define several general resolutions, and some specific resolutions related to one of the general resolutions:

  • General Resolution: Closed

    Description: Successful resolution

  • General Resolution: Delayed

    Description: Closed because of a delay

  • Specific Resolution: Customer
  • Specific Resolution: Supplier
  • Specific Resolution: Internal
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