Resolution Statuses

When you assign a solution to a case, it can have one of these statuses:

• IC (in consideration): You have not suggested this solution. The solution appears in the list of attempted solutions and is available when you're ready to try it.

• FR (failed resolution): The caller or technician attempted the solution, but the solution did not solve the problem.

• SR (successful resolution): The solution solved the problem. You can associate this status with only one solution listed in the Attempted Solutions grid for the selected case.

• WC (waiting on customer): You have suggested this solution, but you don't know whether the solution worked.

• WD (withdrawn): The solution should not be associated with the case and is not presented to the caller.