How to resolve incident ticket,after we get a incident ticket

[Kishore8]

Hi..every one

have one doubt ,

after we received incident through service now

what is our next process, where we have to go and how to resolve this cases

• shall we have to go that person or shall we have take remote of that person system????

i don't know what to do next process, how to do , where to go, how to resolve that ticket....plse help me

[swati38]

Once the ticket is created, the ticked is assigned(either to group or a member), then the work on the ticket begins(work in progress)

After that the ticket can be moved to resolved state if solution is found or pending customer state if we need any further update from customer(requestor).

Once the ticket is resolved the ticket moves to closed state depending upon the property of your instance. by default the ticket takes 5 days.

in the 5 days from resolved state the ticket can be reverted to assigned state if the customer is not happy with the resolution.

[Kishore8]

Hi..Priya..

Thanks for your replay

As per my knowledge, once incident ticket raised that assigns to particular group from particular group ticket will assigns to team member,

Incident ticket--->particular group--->Team member

that team member what will do the next   process,( i want the process what kind of steps he will do)........

plse help me...    

[coryseering]

Hi D Kishore,

The user the ticket is assigned to will open the ticket. They will read the description of the issue, and try to figure out what may be causing it. They may add questions (additional comments) for the person who opened the ticket, who can respond with clarifying information. The person working the ticket will need to perform whatever standard troubleshooting steps their job normally calls for. Hopefully, they will figure out the issue, put an explanation into the ticket for the customer, and close the ticket.

The details are different for every company, and even for different roles within the same company. It depends on what the assigned-to user's job-role is, what the issue is, what kind of steps the user usually takes to resolve issues, and so forth. There isn't a more comprehensive set of steps to provide you. The best we can do is generalizations, because it is entirely company-and-implementation-dependent.

Thanks

Cory