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**

[Dave Smith1]

Okay, well that sounds like adding the resolution information into the notification is something you've now done.

However, I can't help but feel somehow the end user is ignored in all of this - the incident is being resolved without their involvement nor confirmation, just an email informing them that it's been fixed with fix information... but nobody actually checking if the user is satisfied with the outcome.  

I know in situations where this has happened to me, I don't feel like a valued user, just a ticket-raiser who's then overlooked whilst work takes place (I've had many ISPs that are guilty of this behaviour when raising abuse reports)

[gregoryl_flande]

I totally agree. I am brining this up in the Management meeting next week. I think it should be that the end user is being actually called and follow up via phone instead of relying on an email to tell you its resolved and what was done to resolve it

[Dave Smith1]

I think it should be that the end user is being actually called and follow up via phone instead of relying on an email to tell you its resolved and what was done to resolve it

YESSSSS!   Or some communication at least to obtain end-user confirmation that the incident IS fixed[*].   That sounds like much stronger Customer Service than flicking the state over and letting an automated email go out.

I know you may encounter resistance concerning additional effort, cost, delays in resolving the incident if follow-up calls are done... but the end result is greater customer satisfaction, a perceived improved service to the end-user.   Or, as Agile people say: Individuals and interactions over processes and tools.   Don't just blindly follow a process for the sake of it, understand all process underpin service management - providing a quality service to business customers (users).

Good luck with the meeting next week, Gregory! Hope it turns out well!

[*] - for what it's worth, this is recommended best practise, according to ITIL guidelines (there were even exam questions on this topic: who can confirm the incident can be closed?)

[gregoryl_flande]

Yes I know. Thanks so much

[Aravinda YS]

Hi Greg,

You can mark it as answered   , If all the above information resolved you issue.So that it can be useful to other users can refer to this answered question.

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

Aravinda