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ITIL :: View topic - Cause and Resolution Codes
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Cause and Resolution Codes

 
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mitter
Itiler


Joined: Dec 06, 2007
Posts: 21

PostPosted: Thu Jan 03, 2008 5:59 am    Post subject: Cause and Resolution Codes Reply with quote

Hi Everyone,

Does anyone have a list of Incident Resolution and Cause codes that they would like to share?

Thanks
Mitter
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Thu Jan 03, 2008 7:41 pm    Post subject: Reply with quote

Sure

Incident closure codes are as follows

AA, AB, AC...

BK01, BJ02...

Incident closure codes can be anything you want them to be .. however, they need to relate to a phrase or condition that is agreed

Causes
User Error
Software error
hardware error
Design flaw
Performance
Fault

Closure code

Closed w/o action
User Requested
User Error
Restart Service
Restart system
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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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UrgentJensen
Senior Itiler


Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Jan 03, 2008 8:37 pm    Post subject: Reply with quote

You can go one further than that too if you want. I have in the past also used 'resolution work type' categories e.g. 'replaced disk', 'update AD for customer' etc.

These can be useful when you're trying to work out what skills you need most and also understand call lengths and so on.

Be warned though, you can get lured into having lots and lots of these codes and they end up frustrating the team and take quite a bit of administration if you define every type of activity, so keep them broad to begin with. Make sure you really need them first!

Cheers,

Urgent.
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Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Fri Jan 04, 2008 2:31 am    Post subject: Reply with quote

Start with identifying what aspects of service it is important/required for you to report on. You would get a better picture of what codes will be required then.
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iJohnnyJ
Newbie
Newbie


Joined: Dec 09, 2007
Posts: 2
Location: Santa Ana, CA

PostPosted: Fri Jan 04, 2008 5:46 am    Post subject: Reply with quote

Here is what our team is using (high level). Like UJ posted, be warned you can have lots and lots of these codes. For instance under the Root Cause Category - Change, I have different sub-categories that give more detail. Just make sure the information you use is useful to your processes and company culture. Let me know if you need more information.

Incident Resolution:
Cancelled by requestor
Document published
Duplicate incident
Fixed problem
Inaccurate information - unable to process
Incomplete information - unable to process
No problem found
Referred to other resource
Request completed
Requested access already exists
Training issue
Unable to duplicate

Root Cause Category:
Change
Environment
Hardware
Link
Network
Process
Software
Vendor/Partner
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mitter
Itiler


Joined: Dec 06, 2007
Posts: 21

PostPosted: Sat Feb 02, 2008 1:22 am    Post subject: Reply with quote

Thanks for the information..

The type of codes that I was thinking about were..

Cause Code:
Server Unavailable

Resolution Code:
Reboot/Recycled

I was told that there should be lots of examples on the internet, however I have not had much luck in my search
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Mark-OLoughlin
Senior Itiler


Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Sat Feb 02, 2008 1:39 am    Post subject: Reply with quote

Hi,

remember as always codes are just a means for you to get information out of the system. Codes should be selected that will provide you with information that you need and is usefull to you.

With this in mind, and some of the examples that are given to you, you should be able to figure out some basic codes to begin with.
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Mark O'Loughlin
ITSM / ITIL Consultant
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