Definition

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

• To ask only for a score without accepting or refusing the incident/request, you can use the rating step instead of the approval step.   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.

• Either select My Approvals option in the menu.
• Or click  in the Front Office Quick Dashboard.

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.