Has anyone added a Restoration state to incident?
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01-18-2024 07:50 AM
We have a number of incidents where a 3rd party is required to deliver a replacement part but at times these parts are not available. In these cases we know what the resolution is and are no longer actively working on the incident as we await the part. We would like to say the incident is resolved and stop the clock...but they site needs to know we haven't forgotten about them. These parts can sometimes take months and our incidents remain open, impacting KPI's but more importantly forcing us to contact the ticket owners for updates. Looking for an alternative such as a Restoration state which sets the ticket to resolved but doesn't close. Just wondering if this has been done and what has been the response to adding this state? We are doing vendor reviews but sometimes items are unique and are just not available.
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01-18-2024 07:54 AM
You can use SLA and may be add the new state in Onhold ( I know it is not a good way) but instead of adding restoration state.
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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02-05-2024 10:34 AM
Atul, thanks for the response, but not quite what I'm looking for. I'm thinking of something where the incident is resolved so my MTTR is managed but the incident does not close until service restored. Just didn't know if anyone added this state. Similar to awaiting change.
