Configure resolutions

Consistent resolution choices help service managers understand how common issues are addressed. They also give technicians a shared vocabulary for describing the outcome of a visit, instead of relying only on differently worded notes.

In the air-conditioning service organization, a reduced-airflow complaint can have different causes. Replacing an air filter might resolve one visit, while adjusting a controller configuration might resolve another. Prepare reusable resolution choices for those outcomes, then associate the appropriate choice with the actual work.

A resolution is a reusable choice, such as Replace air filter. Create it once so technicians can select it for different visits. Keep customer-specific findings and other visit details on the work order.

Define a useful resolution catalog

Agree on resolution names with the service team before creating records. Use labels that describe an identifiable action, such as Replace air filter, rather than a general label such as Fixed. The description provides context for selecting the resolution.

To create a resolution:

1. In Field Service, change to Settings and open Resolutions.
2. Select New.
3. Enter a Name, such as Replace air filter.
4. Enter a Description that explains when the resolution applies and what supporting information the technician should capture.
5. Save the record.

For the example, create a separate Adjust controller configuration resolution if that is an approved outcome the team needs to distinguish.

Keep the catalog reusable. A customer's name, a visit date, or an individual equipment identifier belongs in the service details for that visit, not in a new resolution name for every job. Review similar labels with the service owner so reports don't split the same outcome across unnecessary duplicates.

For the supported setup, see Create work order resolutions.

Associate likely resolutions with incident types

An incident type groups the details for a recurring issue or procedure. Associating resolutions with it gives technicians relevant suggestions.

For this example, use an incident type named Reduced airflow for the recurring complaint. Create and save that incident type before adding its resolution associations. Then:

1. In Settings > Work Orders > Incident Types, open the incident type.
2. On Resolution, select New Incident Type Resolution.
3. Choose Replace air filter and select Save and Close.
4. Repeat for Adjust controller configuration if it is another relevant resolution.

Alternatively, open a resolution and use its Incident Type Resolutions tab to associate the incident types where it applies.

When an incident type is added to a work order, its associated resolutions are suggested through the work order incident. Multiple choices can represent different ways of addressing the same complaint.

For the association steps, see Add incident type resolutions.

Capture the actual work order outcome

Use the work order's Primary Resolution to identify its main resolution. In the example, the technician selects Replace air filter when that action matches the completed work and outcome.

Capture visit-specific findings in the work order's service details, such as notes, completed tasks, or inspection responses. Include what was found, what action was taken, and whether further work remains. The reusable resolution label makes the outcome easier to categorize; the supporting details explain what happened on this equipment.

If more than one resolution applies, review the work order's related Resolutions and keep the associations consistent with the work performed. Reuse the catalog choices rather than creating duplicate catalog records for each visit.

For work orders with multiple incidents, review the primary incident and primary resolution together. By default, the primary resolution maps to the primary work order incident type. Check the other incidents and related resolutions as well so a single primary value doesn't obscure additional work.

If the issue remains unresolved, capture the outstanding problem and follow the organization's follow-up process. Don't choose a familiar resolution just to make the completion information appear finished.

Validate the suggestions and reporting

Test the configuration on representative work orders before expanding the resolution catalog.

Test with the roles used by dispatchers and technicians, including the mobile form used in the organization. Confirm that people can select the intended values and that reviewers can access the supporting details.

Use the resulting categories to review common fixes and identify incident templates or service guidance that need attention. Consistent labels and useful completion evidence make that review more meaningful than a populated resolution field alone.