I guess it really all depends on if you're going to do any sort of trend analysis and to what degree. If you're not going to do any then recoding this information is pretty pointless, but if you are then you need to decide how much information is relevant for your actual needs. If your going to use trend analysis for identifying problems for example you will need the relevant level of information. My organisation supports hundreds of applications and looks after many many servers, physical and virtual so for us, this stuff is very important although going down to too fine a level will just cause you more headache for no real benefit. Examples of our resolution categories are:
Project Upgrade Complete Project Refer to Project Desktop Faults Blackberry Desktop Faults Encryption Desktop Faults Operating System Desktop Faults Printer Desktop Faults Printer (labels) Desktop Faults VPN Tokens Desktop Faults Laptop Desktop Faults Reimage Desktop Faults Anti Virus Desktop Faults Software Desktop Faults Software Desktop Faults COW Desktop Faults Peripheral Desktop Faults ZEN Desktop Faults PC Desktop Faults Software Upgrade Systems 'enter system name here' Networks VPN Networks Infrastructure Networks Hardware Networks Video Conferencing Networks IP Networks User End Networks Wireless LAN Networks Firewall Networks Patching Servers Shared Drives Servers AV Servers Hardware Servers Admin Servers System / Server Down Servers Software Servers Groupwise Servers Database management Servers Backup / Restore Power Provider Power Local Power UPS Power Site User Error Didn't follow correct process User Error Skills gap Telecoms Orders Telecoms Faults Telecoms Systems Telecoms Voicemail Telecoms Moves & Changes Ecomms Project initiated Ecomms Service restored Ecomms Change actioned Ecomms Fault fixed Ecomms Referred to customer Ecomms Query answered Ecomms Account created/password issued Learning & Development Learning & Development MS Access Learning & Development MS PowerPoint Learning & Development Windows Learning & Development MS Publisher Learning & Development Course Enquiry Learning & Development Learning & Development Project Management Learning & Development Internet Learning & Development MS Word Learning & Development MS Academy Learning & Development File Management Learning & Development MS Excel Learning & Development MS Visio Learning & Development MS Project Learning & Development NHS Elite Learning & Development Business Skills Learning & Development Basic Skills
I've only included our generic stuff in this list and I've also removed our System names as there is just far too many of them. What this does is lets us look at our calls historically to find patterns or trends of a particular type of incident and then investigate the root cause (Problem Management) if something starts ringing alarm bells, and try and prevent them from reoccuring. If you haven't already you might want to study up on ITIL.