Customize the Resolution Instructions

Introduction | Augment Existing Text | Create a New IEC

Introduction

There are several ways to Customize the Resolution Instructions and update the text around Root Cause and Remediation, corresponding to each Incident Error Code.

Augment Existing Text

The Incident Summary attribute on the IEC Form allows for the insertion of additional Custom Text above the Root Cause and Remediation section on the Incident Description.

This Custom Text can serve as a means to further explain the IEC or add additional clarity, specific to that IEC to help the receiving Team with the resolution of the Generated Incident.

To modify this Custom Text, navigate to the IEC Form and update the corresponding Incident Summary attribute when you Configure IECs for Incident Generation.

Create a New IEC

If augmenting existing Text doesn't meet the requirements, the existing IEC can be overridden by a new IEC, so the Third Segment of the new IEC is greater than 50 and a unique, unused number. This follows the same steps to Create and Manage IECs and IECMs as you would for any other scenario.

Then, create a corresponding Error Code with the text that meets the requirements.

(DO NOT modify the text on an out-of-the-box Error Code)

Note that an Error Code has ONLY Three Segments and these Three Segments much match the first Three Segments of the newly created IEC.

This approach ensures a conflict-free upgrade as no out-of-the-box records are modified in Discovery Admin.

Please reach out to your Discovery Admin point-of-contact for assistance with the steps above.