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Learn how you can configure SR Final Resolution Categories

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What are SR Final Resolution Categories?

Final Resolution Categories are used to classify a resolution into generic groups based on specific similar attributes that they share. Service Requests final resolution categories are following a hierarchical tree structure. 

Creating, Editing & Deleting Validations & Restrictions

ActionRestrictionsAdditional Information
General  Delete
  • Multiple service request final resolution categories can exist in the system but each one should have a unique name and alternative code.
  • The allowed service request final resolution categories are specified on the service request types.
Delete
  • Service request final resolution categories cannot be deleted if they are already used by service requests which:
    • Are still not completed 
      or 
    • If they are included in the list of allowed final resolution categories in one of the available service request types.
  • Deleted SR Final Resolution categories final resolution categories are still visible on SR Final Resolution which final resolution which were created using those categories.

 

Include Page
Configuring Categories - Global
Configuring Categories - Global

 

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