Incident Resolution Solution

[matt_a]

Morning

We currently have the standard UI to resolve an incident. This puts the incident to resolved, makes the resolution tab active with mandatory fields and makes the journal comments mandatory.

I understand the reason for the journal notes being mandatory as this shows in the activity field for the user to view on the portal.

The issues I have with this is that my staff copy and paste the comments they write on the resolution notes over to the journal. This is time consuming (only slightly) and issues 2 notification emails to the user - comments added and resolved.

But it works as the comments show on the portal.

But this seems like a bad process to me.

I can disable the mandatory comments in the ui, but this means the resolution notes wont be on the portal activity stream.

I could stop the comments email going to the user if the state changes to resolved.

Both solutions would work, but I still dont think its perfect.

Has anyone come up with a solution for this? 

Maybe the ui script posts to the activity stream as well and then we update the notification as suggested?

Maybe we look to create the action to open a ui page that posts the resolution notes to both.

It would be good to understand what other people have done for this and share any scripts that they may have used in their instances.

Thanks 

[Steven Herrmann]

Hey there Matt,

Unfortunately I don't have a script to share with you but I think the idea of auto-populating the contents of resolution notes field to the journal field (through use of an insert/update Business Rule ) makes sense and saves time, if that is considered to be an acceptable process.

If I think of other options I will be sure to reply to this post again.

Good luck and have a great day!

Steve

[matt_a · Accepted solution]

Thanks. I went with a hybrid in the end.

Here is what I did to achieve what I believe is the right way to go.

I had to ensure that the user can view the resolution information in the portal, whilst not receiving comments added emails when resolution notes / comments added.

I started off by adopting the following approach: https://community.servicenow.com/community?id=community_article&sys_id=fc2de2e5dbd0dbc01dcaf3231f961...

This allowed me to put the close_notes into the ticket fields widget on the portal page.

I then disabled the "mandatory" comments on the Resolve UI action so that the Internal teams didnt have to duplicate the information from the close notes.

I then tidied it all up by creating a new sys_user of the company mascot (with photo), then built a business rule:

(function executeRule(current, previous /*null when async*/) {

current.comments.setJournalEntry('Your Incident has been Resolved. Please review the Resolution Information for details', 'companymascot');
})(current, previous);

This then posts the comment on the journal / portal "ticket Conversation" which prompts the user to check the resolution info.

By doing this, the "comment" notification isnt being issued and all bases are covered

[Steven Herrmann]

Very nice, I'm glad you got it all figured out!