This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Creating a resolution categorization from the Generic Catalog Update form

The information displayed in the Resolution Categorization tab for an incident is driven by the information created in the Generic Catalog Update form. In the Generic Catalog Update form, you can create a resolution categorization and tie it to existing operational categorization and product categorization data.

For example:

 

In this example, the resolution categorization is as follows:

  • Tier 1 = User Error
  • Tier 2 = Connectivity exists

This resolution categorization will only be accessible when:

  • Operation Categorization Tier 1 = Request
    The values for Tier 2 and Tier 3 are left blank to represent that these resolution categorization values should be accessible regardless of any selections being made in these fields.

  • Product Categorization Tier 1 = Network
  • Product Categorization Tier 2 = Connectivity
    The values of Tier 3 , Product Name, M/V and Manufacturer are left blank to represent that these resolution categorization values should be accessible regardless of any selections being made in these fields.

Resulting resolution categorization in the Incident form

From the Incident form, resolution categorization is determined by the information entered in the Operational Categorization and Resolution Product Categorization fields. Resolution Product Categorization is the product categorization of the causal CI (which is the CI that caused the incident).

For example:

  1. After creating the resolution categorization in the Generic Catalog Update form, and as described in the previous example, open the Incident form.
  2. From the Incident form, enter Request in the Operational Categorization section.
  3. Enter Network in the Resolution Product Categorization Tier 1 field.
  4. Enter Connectivity in the Resolution Product Categorization Tier 2 field.
    The resulting Resolution Categorization drop-down lists contain the following options for selection:
    • Tier 1 = User Error
    • Tier 2 = Connectivity exists



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