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**

[SudhirOjha]

Yes.

[gregoryl_flande]

Thanks so much   Aravind Yadav very helpful

[SudhirOjha]

Please mark it as answered

[Dave Smith1]

Gregory Flanders wrote:
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'm not sure I understand this... best practise recommends confirmation from the end-user that the issue is resolved before the ticket can be marked thus.  

If I understand you, someone is marking it resolved without any end-user contact, and the only way they know is when they receive an email informing them of the state change.   Is that correct?

If so, this sounds like process failure (or rather, weak stakeholder engagement) rather than a technical issue.

[gregoryl_flande]

Yes when someone on the HelpDesk or any IT User marks the Incident as "Resolved" the end user gets the email notification telling them that the Issue has been resolved but they don't know what was done to fix issue because it is not show in the Resolved email resolution.