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_admin role have the capability to resolve as well as close incidents whereas users with the itil role have the capability to resolve incidents with no option to close. Users with itil role sees a Resolve Incident button toward the top of the form as well have the option to 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.

If an incident is reopened by a user after it was resolved, the Last reopened by and the Last reopened at fields are automatically populated with the name of the person who reopened it and the date and time when the incident is reopened. During audit, this information helps you to generate various reports for reopened incidents.

In the Incident form, there is an existing field named Reopen count. For upgrade users, the existing incidents may already have some non-zero values in the Reopen count field while the values in the new fields, Last reopened by and the Last reopened at, are null. For incidents that are reopened after upgrade, the Last reopened by and the Last reopened atfields are populated.

Required fields

You cannot set the value of the State field in an incident to Resolved or Closed without providing values for mandatory fields like Resolved Code and Resolution Notes, Close Code, and Close Notes.

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 behalf of the caller. 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 Resolution notes and the Resolution 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 a 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.