On the Service Resolutions form, set up codes that are used when an incident is closed, to describe how the incident was resolved. You can define general resolution categories, and then define specific resolutions for each category. The service representatives select the resolution in the Incidents form.
This example shows how you could define sever general resolutions, and some specific resolutions related to one of the general resolutions:
General Resolution: Closed
Description: Successful resolution
General Resolution: Delayed
Description: Closed because of a delay
Specific Resolution: Customer
Specific Resolution: Supplier
Specific Resolution: Internal
Setting up the System for Incidents