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to switch to Local view (if applicable).The Resolution table contains the Resolutions applied to Exceptions in various SmartSolve© solutions. Resolutions are selected by the Exception Owner prior to closing an Exception if no further action is needed (no Issue needed). The Resolution identifies the results of the investigation and justification as to why no further investigation is needed or what conclusion came upon verifying why the record can now be closed. Once a Resolution is assigned to the Exception; the Status of the Exception changes to CLOSED.
Exceptions can be re-opened once Resolutions are assigned as long as the user has appropriate rights. The user must also justify why the Exception is being reopened. A new Resolution will later need to be applied in order to Close the Exception record.
Exception Resolutions are used in the following SmartSolve© solutions:
SmartSolve© Solution |
Available |
SmartAuditTM |
Yes For Audit Exceptions
|
SmartCAPATM |
Yes For General, Process, Product, and Customer Exceptions
|
SmartComplaintsTM |
Yes For Complaint Exceptions
|
Default Exception Resolutions
The system comes with the following default Exceptions which cannot be renamed or Deleted from the GLOBAL Organization:
Resolution |
Description |
Attached to Issue |
As soon as an Issue is created or attached to the Exception the Resolution field automatically defaults to this value in the Exception record.
|
Auto Closed |
A Rule can be setup to have the Exception automatically Close once it is saved by the Reporter. If this is the case the Resolution field automatically defaults to this value in the Exception record.
|
Discard |
This is a default Resolution that can be selected manually by the Exception Owner when Closing the Exception without an Issue.
|
No Action Required |
This is a default Resolution that can be selected manually by the Exception Owner when Closing the Exception without an Issue.
|
TBD (To Be Determined) |
This default Resolution will display in any Exception that has a Status of OPEN or INWORKS.
|
The following rights must be assigned to a user to manage or view Exception Resolutions:
Rights |
Description |
XRS_MANAGE |
Allows administrator to add new object, modify existing object, or delete object.
|
XRS_VIEW |
Allows user to access object to view and select.
|
Please see Rights Groups to assign Rights Groups to users.
· Global Resolutions will be inherited by all Local Organizations.
· Local Resolutions will only be viewed and used within that Local Organization.
1. From the Portal Page, click Smart Solutions tab > Admin and Report > Setup. Under System Wide, select Exception Resolution.
The Exception Resolution list displays.
2. Select Action > Add from the main menu.
3. Select Exception Type from the Base Exception drop down.
4. Enter your new Resolution Code and Resolution.
5. Click the Save button.
The Exception Resolution is now displayed.
Only newly added Exception Resolutions can be Edited, Deleted, and Deactivated. These options are in the Exception Resolution object and can be managed by an administrator.
1. From the Portal Page, click Smart Solutions tab > Admin and Report > Setup. Under System Wide, select Exception Resolution.
The Exception Resolution list displays.
2. Select
the icon
to switch to Local view (if applicable).
3. Select the check box of the Exception Resolution to edit, then select Action > Edit from the main menu.
4. Edit any information for your Exception Resolution.
5. Click the Save button.
All changes are now reflected in the Exception Resolution.
Exception Resolutions can only be deleted from SmartSolve© if the Resolution is not currently attached to any SmartSolve© records.
1. From the Portal Page, click Smart Solutions tab > Admin and Report > Setup. Under System Wide, select Exception Resolution.
The Exception Resolution list displays.
2. Select
the icon
to switch to Local view (if applicable).
3. Select the check box of the Resolution to delete, then select Action > Delete from the main menu.
4. Click the Save button.
The Resolution has now been removed from the system.
See Deactivation Setup in the SmartSolve Utilities and Settings Help System to Deactivate an Exception Resolution.