Xonar Knowledge Base: Incident Closure Codes

Xonar Knowledge Base: Incident Closure Codes

Purpose

This Knowledge Base (KB) article provides guidance on the available Incident Closure Codes in Xonar. These closure codes must be selected when resolving or closing an incident ticket to ensure accurate reporting, trend analysis, and operational tracking.

Incident Closure Codes in Xonar

The following closure codes are available for use when closing incidents in Xonar:

Closure Code	Included in Reporting	Description
Duplicate Ticket	Yes	The incident was already reported in another ticket and no additional action was required.
Issue Fixed	Yes	The reported issue was successfully resolved by the support or technical team.
Not Reproducible	Yes	The issue could not be recreated or verified after investigation.
Other	Yes	Used when the incident does not fit any predefined closure category. Additional notes should be added for clarity.
Outage	Yes	The incident was caused by a service outage or infrastructure interruption.
User Education	Yes	The issue was resolved by educating or guiding the user rather than applying a technical fix.
Work Around Supplied	Yes	A temporary workaround or alternative solution was provided to restore functionality.

Closure Code Usage Guidelines

1. Duplicate Ticket

When to Use

Select this code when:

• The issue has already been logged under another incident number.
• Multiple users report the same problem.
• Investigation confirms the ticket is redundant.

Best Practice

• Reference the original incident number in the ticket notes.
• Ensure the parent ticket remains active until final resolution.

Example

User reports inability to access email, but the issue is already tracked under a major incident affecting all users.

2. Issue Fixed

When to Use

Select this code when:

• A confirmed fix has been applied.
• Services or functionality have been restored.
• The root cause has been addressed.

Best Practice

• Document the fix implemented.
• Include validation steps confirming resolution.

Example

Restarting a failed application service restored user access.

3. Not Reproducible

When to Use

Select this code when:

• The issue cannot be recreated during troubleshooting.
• No supporting logs, alerts, or evidence are found.
• The issue no longer occurs after testing.

Best Practice

• Record all troubleshooting steps performed.
• Request additional details from the user if the issue returns.

Example

A user reports intermittent slowness, but system monitoring shows normal performance and the issue cannot be reproduced.

4. Other

When to Use

Select this code when:

• None of the available closure codes accurately describe the outcome.
• A special or uncommon resolution scenario occurred.

Best Practice

• Always include detailed closure notes.
• Avoid overusing this category when another code applies.

Example

An external vendor resolved the issue outside the standard support process.

5. Outage

When to Use

Select this code when:

• The incident was caused by a planned or unplanned outage.
• Infrastructure, systems, or network services were unavailable.
• The issue affected multiple users or services.

Best Practice

• Link the ticket to the outage or major incident record.
• Include outage duration and impacted services.

Example

Internet connectivity was interrupted due to a datacenter network failure.

6. User Education

When to Use

Select this code when:

• The issue was caused by incorrect usage.
• No technical issue existed.
• Guidance or training resolved the concern.

Best Practice

• Document the instructions provided to the user.
• Share supporting knowledge articles when applicable.

Example

A user could not print because the incorrect printer was selected.

7. Work Around Supplied

When to Use

Select this code when:

• A temporary solution restores service.
• A permanent fix is pending.
• The user can continue operations using an alternative method.

Best Practice

• Clearly document the workaround.
• Create or link a follow-up problem or change ticket if required.

Example

Users were instructed to access the application through a secondary server while the primary server was under maintenance.

Reporting Impact

All closure codes listed above are included in Xonar reporting metrics. Accurate selection of closure codes is important for:

• Incident trend analysis
• Root cause identification
• Service quality reporting
• SLA measurement
• Operational improvement initiatives