Resolved Status
The "Resolve" action enables requesters to review and verify solutions for Incidents and Service Requests, with options to accept, reopen, or automatically close the ticket after a set timeframe.
Description
The additional "Resolve" action allows ticket types "Incidents" and "Service Requests" to be made available for review by the requester and marked as "Resolved." As soon as a solution for the ticket is available, it is made available to the original requester for confirmation via the Self Service Portal. The requester must actively confirm the solution in the portal so that the ticket can be closed.
If the solution does not lead to the desired result, the ticket can be put back into processing mode via the portal. If no response is received within a defined period, the ticket is automatically closed.
Core Features
- Controlled Resolution Process: Users must either accept the proposed solution or return the ticket for further adjustments.
- Automated Ticket Closure: Tickets are automatically marked as "Closed" if the user does not respond within a specified timeframe.
- Improved Ticket Feedback: Feedback on ticket handling can be provided immediately after solution acceptance.