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SCSM Auto Closure

SCSM Auto Closure

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The status of a Work Item during its lifecycle allow analysts to identify what stage the Work Item is at and whether it requires action or not.

The status fields as default for Incident and Service Request are outlined below:

Incident Status Option

SCSM Auto Closure

Service Request Status

SCSM Auto Closure

The purpose of the ‘Resolved' and ‘Complete’ status is to enable support analyst’s to indicate they have resolved/completed the issue/request. Should the employee receiving service disagree, they can respond and keep the issue/request ‘open’. Once ‘closed’, a work item cannot be re-opened.

For example, when a Work Item is resolved/completed, an email can be sent to the affected user to advise them their issue/request is resolved/completed and that the ticket will ‘close’ within a set time period if the User does not respond.

The standard workflow wizard within System Center Service Manager does not permit an administrator to write ‘autoclosure’ rules – eg. if the user does not respond, the support desk analyst must identify/remember the user has not responded, find and then close the relative ticket.

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