What do the Resolution Types mean?

Document created by Joseph Brown Employee on Jan 24, 2017
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Resolution types are a way for you to classify the outcome of an incident quickly. There are many types to choose from, but ultimately it is up to your organization to decide how you will apply these rules to your own processes.


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Fixed

This is the most standard choice for break-fix tickets.

Works for me

When the service desk technician cannot reproduce the issue

Postponed

Choose this state when an incident can be resolved but the issue may not be fixed yet. This could be an incident related to an upcoming change or release.

Duplicate

This is used to track duplicate tickets.

Will not fix

This is used when the resolution is something that may not be supported or may not be possible to fix.

Invalid

Select this option when the ticket is not applicable to your service desk.

Done

Done is a useful in that it can separate task based incidents from break-fix tickets. For example if someone needs an OS upgrade you could select Done instead of Fixed because there was never anything that was "broken".

Aborted

Aborted is used to denote that it was not necessary to continue working on the ticket in order to reach a resolution. This is also used when a service request is rejected by an approver.

Delivered

Delivered is a good choice for tickets that require a change to a user's environment. An example would be a user who is requesting new hardware.

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