Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Automatically update the resolution notes for an incident. You can improve the quality of the resolution notes by providing a summary of the steps taken to resolve the issue. By generating the resolution notes, you can provide information about the incident resolution to other agents who might encounter similar issues.

    Before you begin

    Role required: itil

    About this task

    Incident resolution notes are generated from the information that you enter in the following fields:
    • Short description
    • Description
    • State
    • Work notes
    • Additional comments

    You can generate the incident resolution notes in Core UI and Service Operations Workspace for ITSM.

    Procedure

    1. In Core UI or Service Operations Workspace for ITSM, open an incident that is assigned to you.
    2. Resolve the incident by using the UI action.
      1. Select Resolve.
        In the Resolve dialog box, the Resolution notes field is updated with the resolution summary.

        Resolution notes for an incident.

      2. Optional: If necessary, review the resolution summary in the Resolution notes field and make any necessary corrections.
        Note:
        Because the information in these fields is automatically generated, it's a good idea to review the text and make sure it's accurate.
      3. Update the resolution code in the Resolution code field and select Resolve.
        A resolution code categorizes how the incident is resolved. For example, Known error and Solved (Permanently).
        The resolution information is updated and the state of the incident is set to Resolved.
    3. In Core UI or Service Operations Workspace for ITSM, resolve the incident by changing its state.
      InterfaceProcedure
      Core UI
      1. Change the state to Resolved. The Resolve dialog box is displayed with the generated resolution notes.
      2. Update the resolution code and select Resolve. The resolution summary is displayed in the Resolution Information tab on the Incident form.
      Service Operations Workspace for ITSM In the Details tab of the incident, change the state to Resolved. The resolution summary is updated in the Resolution section of the Details tab.