Best Practice - Incident Resolution Workflow

The Best Practice - Incident Resolution Workflow provides an ITIL-based workflow to power the resolution of incidents.

Best practices for incident resolution dictate that instead of closing the incident, the service desk sets the incident state to Resolved. This state provides a mechanism to verify that the caller is satisfied with the resolution and agrees with closing the incident. This workflow is automatically activated on instances.
Note: Use this plugin to build a workflow (it does not install a workflow).
Figure 1. Incident resolution workflow

Resolve incident

Users with the itil role or the itil_admin role can resolve incidents but cannot close them. A Resolve Incident button appears at the top of the form. Users can also select Resolved from the State choice list.
Figure 2. State choice list
Resolve an incident

Incident closed email notification

If an incident is closed, an email notification is sent to the ESS user.
Figure 3. Incident closed email notification
Incident closed message

Reopen incidents

  • Closed incidents are read-only for non-administrators.
  • Incidents can only be reopened by users with the admin role.
  • Users with the itil role cannot reopen closed incidents.
  • ESS users have a Reopen Incident button on resolved Incidents.

Required fields

When an Incident state is set to Resolvedor Closed, the Close code and Close notes fields display on the incident form. The service desk is required to select a close code and enter close notes detailing how the incident was resolved.
Note: If custom incident forms have been created, the Close code and Close notes fields may need to be added manually.
Figure 4. Closure information
Closure information

Resolve incident email notification

When an incident state is set to a Resolved, an email notification is sent to the caller. If the caller is satisfied with the resolution, no action is required on the caller's behalf. The platform automatically closes the incident after 24 hours.

If the caller is not satisfied, the caller can click the link in the email notification to reopen the incident. This opens a reply email message to reopen the incident. The user can add additional remarks to the email reply if necessary. The resolved incident is automatically reopened and displays an In Progress state.

Auto-close in 24 hours

If the incident state is Resolved, and the caller has not emailed any feedback within 24 hours, the incident is auto-closed by a scheduled job. No information is added in the Closure Information fields. The duration of the auto-close function can be modified.

Caller closes incident

When a caller closes an incident, the following actions occur.
  • A message with a link to the incident appears.
  • A business rule automatically sets the Close notes and the Close code field values.

Change the duration of the incident auto-close function

You can set a system property to change the duration of the incident auto-close function.

Before you begin

Role required: admin

Procedure

  1. Navigate to System Properties > UI Properties.
  2. In the Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature. property, enter an number of days.
  3. Click Save.

What to do next

Update the resolved incident email notification text to reflect the new duration.

Update the resolved incident notification template

You can modify the contents of the email template used to generate the notification that an ESS user receives when the service desk resolves an incident.

Before you begin

Role required: admin

Procedure

  1. Navigate to System Policy > Templates.
  2. Select the incident.ess.resolve template.
  3. Manually update the template content.
  4. Click Update.