Setting Up Resolution Codes
A resolution code gives meaning to the resolution of the service request described by the caller. Resolution codes isolate the detailed solution for the call. For example, a caller reports a problem with a stereo receiver. Every time they turn it on, it blows the circuit breaker. A problem code of ES, or electrical short is assigned. After careful analysis, a resolution code of RCB with a meaning of replace circuit board is assigned.
To define resolution codes:
2. Enter a resolution Code.
A resolution code is a brief representation of the solution to the problem. An example of a code is RCB, for 'replace circuit board'.
3. Enter a Meaning to describe the code briefly.
4. Enter a full Description of the Code and Meaning.
5. Check Enabled to make the code available for use.
6. Optionally enter a Start and End Date.
These dates set the active time frame for the problem code. If you choose not to enter dates, the problem code is always active.
