Resolved vs Closed Email Notifications

[gregoryl_flande]

Good Morning

I have a situation where I have 2 end users who put in Incidents. Both Incidents were Resolved and both (End Users) got the email notification that your Incident has been resolved and resolved by (ITIL User's Name)

72 hours later the Incident is Closed and both end users get the email notification your INC### has been closed and the email notification shows the Closed By: (ITIL User) and it shows the Closed Notes: Solution......

What are others doing so that the End User (Caller) knows what was done to fix their issue when the Resolve Notification email is sent. In my case the End User doesn't know what the solution is until the Incident auto closes 72 hours later then they get the Close Email Notification and they can see the Closes Notes.

I also tried to impersonate both users to see if I can see what they see when they click on Take me to the Incident and it only shows the Activity/Updates and that Status but nothing else.

I need help?

**I did see in the Jakarta Release notes that this is a new feature enhancement that will be fixed**

[Aravinda YS]

Hi Greg,

You can add UI policy to mandatory (if not) 'close notes' or close code while 'resolving' it.

-Then include below line in you incident resolved notification , so the requester would know how did incident resolved.
Close notes: ${close_notes}

~Hit like/Helpful/answered, if it helped to your issue.

Aravinda

[gregoryl_flande]

What do you mean add UI Policy to Mandatory. Where is that

I know exactly where to go into the Notifications and add the Close notes: ${close_notes} to the Incident Resolution Notification.

[SudhirOjha]

Create a UI Policy from navigation under System UI

Create a new Policy

Do add UI actions also while creating UI Policy.

Thats All..

Open incident and try to change the state to Resolved

Hit like or correct if it satisfies your problem..

[gregoryl_flande]

Do I have to add the UI Policy. Can I just add the Close notes: ${close_notes} to the Incident Resolved Notification email and they get notified via the Resolved email