Incident/Request User Validation


GraphicalInterface_2016AndPriorVersions

Note: This graphical user interface is specific to Product name - ev itsm.png version 2016 and earlier.

Definition

Certain incidents, service requests and change requests require approval from the recipient before being closed. Approval is given via the Self Service portal, through an approval step in the workflow. It may also include a rating for the quality of service.

EndDefinition

The aims are as follows: 

  • Certify that the intervention occurred and that it solved the incident or satisfied the request.
  • Set up trends to measure quality and speed of intervention.

Notes

  • Once the recipient confirms that the incident has been solved or that the service has been provided, the status of the incident/request will become Closed.
  • You can view the scores awarded in the menu:
    • Select Operation > Incidents / Service Requests and Transition > Change Requests > Quality of Service: This displays the average score awarded by users for closed incidents/requests in terms of quality of service with one view by location and another by category.
    • Select Operation > Incidents / Service Requests and Transition > Change Requests > Deadline Compliance: This displays the average score awarded by users for closed incidents/requests in terms of deadline with one view by location and another by service.

Best Practice big icon.pngBest practice

  • To ask only for a score without accepting or refusing the incident/request, you can use the rating step instead of the approval step. Open url.png  See Table of action types.
  • As users may forget to give approval, you should define a scheduled alert to automatically close incidents/requests that have been awaiting approval for several days.

Procedure: How to approve an incident/request (Front Office)

1. Go to the Self Service portal.

2. Select the incident/request to validate.

3. Give approval of the incident/request.

  • Click Click to Accept or to Reject.
  • Select the approval option you want.
  • Specify the additional information.
  • Click Finish.
Tags:
Last modified by Unknown User on 2019/06/12 12:01
Created by Administrator XWiki on 2016/09/29 15:58
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