Ticket Resolution
1. Process
1.1. Introduction
Ticket resolution is a process for resolving and closing ServiceDesk tickets.
1.2. Scope
Resolution documented and client accepts solution.
1.3. Input(s)
Resolution of ticket documented.
1.4. Output(s)
Client accepts resolution.
1.5. Tasks
- Communicate Resolution
- Set ticket status to Closed
1.6. Role(s)
- Technician
- Client
- Others as needed
2. Standard Operating Procedures
2.1. Communicate Resolution
2.1.1. Create note with resolution information and ask if ticket resolved
2.1.2. Phone or WebEx communication as needed
2.1.3. Mark note as “solution”
2.1.4. Set status to “pending customer response”
2.1.5. Save and email to client
2.2. Ticket Status Set to Closed
2.2.1. Decision Tree: Communication Received from Client?
2.2.1.1. Yes: Change ticket status to closed
2.2.1.2. No: If no response from client after 3 follow ups and within a certain time period (based on SLA severity level) set status to “abandoned”
Include message that setting to resolved because no response
2.2.2. Decision Tree: Is issue resolved?
2.2.2.1. Yes: Close ticket
2.2.2.2. No: Move back to “Service Request Management”, "Incident Management", or "Problem Management" process as appropriate
2.2.3. Click visible to client then save and email button
