CA Service Management

 View Only

Resolution Code - usp_resolution_code - resocode - Código de resolução - Resolución - 解決 

Nov 05, 2015 07:30 AM

Resolution (ITIL Service Operation) Action taken to repair the root cause of an incident or problem, or to implement a workaround. In ISO/IEC 20000, resolution processes is the process group that includes incident and problem management.


Resolution Process The ISO/IEC 20000 process group that includes incident and problem management.


Ação tomada para reparar a causa raiz de um incidente ou problema, ou para implementar uma solução de contorno. Na ISO/IEC 20000, os processos de resolução são o grupo de processos que inclui o gerenciamento de incidente e de problema.


Es el primer nivel en una jerarquía de grupos de soporte que están involucrados en la resolución de incidentes. Cada nivel dispone de más habilidades especializadas, o tiene más tiempo o dispone de otros recursos. Véase también escalamiento


インシデントまた は問題の根本原因を修正するために、またはワーク アラウンドを実施するために取られる処置。 ISO/IEC 20000 では、解決プロセスは、インシデン ト管理と問題管理を含むプロセス・グループである。


ITIL - Glossary of Terms, Definitions and Acronyms



bop_sinfo -dq resocode


Factory resocode < usp_resolution_code >


   id                               INTEGER UNIQUE

   producer_id                LOCAL STRING(20)

   persistent_id persid     STRING(30)

   delete_flag del            SREL -> actbool.enum REQUIRED

   sym                           STRING(128) REQUIRED SKEY UNIQUE

   last_mod_dt               DATE

   last_mod_by              SREL -> TENANCY_UNRESTRICTED

   description                 STRING(240)

   tenant                        SREL ->


pdm_extract usp_resolution_code

TABLE usp_resolution_code

        del description id last_mod_by last_mod_dt persid sym tenant


pdm_load -v -i -f resocode.txt

TABLE usp_resolution_code

sym description

{"Added Memory","Upgraded memory on the desktop or server"}

{"Alternate System","Configured application to leverage an alternate or backup system"}

{"Applied Patch","Applied a patch or fix to address the incident"}

{"Backed out Change","Back out a change that is suspected of causing the incident"}

{"Provided Documentation","Provided information or documentation to the end user to address the incident"}

{"Rebooted System","Rebooted the desktop or server"}

{"Recycled Services","Recycled the affected services on the desktop or server"}

{"Reinstalled Software","Reinstall the affected software application"}

{"Replaced Component","Replace the affected hardware component"}

{"Removed Virus","Virus removal steps were undertaken in resolving the incident"}

{"Reset Password","Password was reset to address the incident"}

{"Updated Configuration File","Configuration change was made and resolved the incident"}


MS SQL Querys


select * from usp_resolution_code


select '{"' + sym + '","'+ description + '"}' from usp_resolution_code


bop_sinfo -dq cr

It's a slice of cr object related with resolution code

Factory cr < Call_Req >


resolution_code      SREL ->

resolution_method    SREL ->


Resolution Method- usp_resolution_method - resomethod - Método de resolução

Root Cause - rootcause - rc / Causa raiz - 根本原因 -

Resolution - CA Service Management - 14.1 - CA Technologies Documentation


Was this information helpful? Leave a comment.

0 Favorited
0 Files

Tags and Keywords

Related Entries and Links

No Related Resource entered.