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Resolution CategorizationRemedy Resolution Categorization
Categorization tab: Resolution
Resolution Categorization LogicTier 1 (General Subject) – What you fixed or worked with Access, Connectivity, Hardware, Software, New Hire, Request, Software, Telecom, Training, etc Tier 2 (Action taken) – What you did Created, Installed, Purchased, Provided, Established, Completed. Added, Restored, Updated, Transferred, Moved, Upgraded, Updated, Managed. Disabled, Deleted, Removed, Uninstalled, Terminated. Tier 3 (item or reason) – What that action was done on or for. Application, Software, Drivers, Infoweb, Department Meeting, Laptop, Desktop, Network Printer, Local Desk Printer, Polycom, Projector, Shared Mailbox, Shared Folder, Network folder location, Security Group, AIMS Role, Network, Virtual Machine, Employee, Contractor, Vendor, Partner, Mobile device,
Example 1: Access T1: Access T2: Added T2: Restored T2: Disabled(General Subject) (Action taken) T3: (Item or reason) Application, Computer, Infoweb, Server, Shared Folder, Shared Mailbox, User Mailbox, Other.
More Examples: T3: T3: T1: Hardware T2: Installed T1: SoftwarePurchased Fixed Moved Upgraded Removed Disposed T3: Computer Component Desktop Laptop Handheld Scanner Input device Network Printer/Copier Projector Server Local Desk printer Other T1: Software T2: Installed Packaged Purchased Fixed Upgraded Uninstalled T3: Computer Component Desktop Laptop Handheld Scanner Input device Network Printer/Copier Projector Server Local Desk printer Other
More… T3: T3: T3: T1: Email Configuration T2: Created Updated DeletedDistribution List Shared Mailbox Other User Info T1: Telecom T2: Completed Fixed Upgraded Removed T3: Broadband Cell Phone Corporate voic Deskp hone Other Mobile Device Polycom T1: Project T2: Managed T3: Department Meeting Move Other Sales/Service Meeting Task Force
Other T3: T3: T3: T3: T1: Training T2: Provided T1: InformationApplication Hardware Mobile Device Functionality Other Software T1: Information T2: Provided T3: Application Hardware ISI Corporate Environment IT Self Help Other Software T1: New Hire T2: Completed T3: Consultant Conversion MSA Contractor Partner Role Change TAC/Advantage Contractor Vendor T1: User T2: Terminated T3: Consultant MSA Contractor Partner TAC/Advantage Contractor Vendor
Lastly… It’s not perfect so let us know if you see something that is questionable. We can add, remove, rename, tweak, or re-train as we see fit.
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