We are trying to implement a closure process for our SD 4.5. I am a little confused as to how to get the information in a service call and have to call do what we want to do and I am in need of some guidance.
Here is the basic flow of how we want a service call to ask.
A ticket is closed by one of our technicians. The ticket is set to a “fixed/resolved” status.
An email needs to be generated to the “caller” asking them if the ticket has been actually resolved.
If the customer responds yes, the ticket is then set to a “closed” status.
If the customer responds no, the ticket needs to be reassigned back to the closing department and a check box needs to be checked stating that this call was reopened by the customer.
If the customer doesn’t respond to the email within 3 days, the call should be automatically set to a call status of “Closed”
I am really at a loss as to where to start this process implementation and could use some help. I think the big problem for me is what and how is the SC linked to the email and what email commands can I use to accomplish this. I know the commands of “solution accepted” and “Solution Rejected” are there but am unsure of how to use them correctly for our situation.
I have a diagram of the flow process if any one is interested in helping.
Post up the flow please. The easy part of this (which you probably know) is getting the details out of Openview in a mail. This is done via a DB rule with an action of Send E-Mail and in there you can define what details is sent to the user.
If the customer doesn't respond to the email within 3 days, the call should be automatically set to a call status of Closed
For this you could look at another DB rule with the condition if the call has not been modified within 3 days then to close it (but this would close all calls not modified so you would use the condition if status = fixed/resolved etc.)
You could specify different inbound e-mail addresses and assign a different template which could handle a yes or no reply.
Set up an inbound e-mail address of Noclosure@xxxx.com and Yesclosure@xxx.com In the mail that is sent the user could have to be advised which mail address to reply to based on their situation and which command to use in the Subject field. The template can fill in fields for closure etc.
I haven't tried this to this extent but seems possible. It would be interesting to see other ways to do this.
Here is the process flow. There are other things outside of this flow that do not affect the Tool so I didn't include them. More of a management of what to do when tickets aren't close correctly the first time. For right now, we are only allowing this to be for a particular workgroup called "ITCSC".
I had a client that had similar requirements and basically, I did the following:
1) Service Desk must be configured to receive inbound e-mail.
2)In the e-mail notification to the customer, you can include two "mailto" urls in the body of the e-mail. One mailto url will allow the customer to respond yes and will include "Solution Accepted "in the subject line. The other mailto url will allow the customer to respond no and will include "Solution Rejected " in the subject line. Make sure your e-mail software supports mailto urls. When the customer clicks on the mailto url, a e-mail message will be created with the correct syntax in the subject line to update the service call. The customer will have an opportunity to include any comments in the body of the e-mail message before sending the e-mail. There is a wealth of information on mailto command on the internet.
3) In the e-mail section of the System Panel for SD, you will need to configure both the Solution Accepted and the Solution Rejected E-mail commands to change the status (New Status) of the service call to either closed (for yes) or re-assign (for no).
Ok, I am getting a little closer. Thanks for the help so far.
I am working on getting the DB Rule done first. Here is what I have so far
When service call is modified where Status (*) equals Fixed/Resolved AND Assignment;To workgroup;Parent (*) equals IT Customer Support Center Closure Email (Send e-mail message) , Send to: [Caller;E-mail], Subject: You Service Call [ID] has been closed, Message: The service call you had opened on [Registration;Created] was closed on [Resolved Date] .
If the solution corrected your problem, pleas e click on the following link mailto:yes@servicedesk?subject=Solution+Accepted+[ID]
If not, please click on the link below to have your call reopened mailto:no@servicedesk?subject=Solution+Rejected+[ID]
Does this look right? I tried to click on the link in my email client, Lotus Notes, and didn't get the [ID]. I figured since the email that the client will actually be getting will contain the actually SC number so that won't be a problem. Right?
Oh. So, since we have an email address setup in our lotus notes address book called "servicecall" which is forwarded to our service desk server, in the mailto command, we should use ServiceCall@servicedesk?
Ok, getting a lot closer now. The emails are now working. I am able to set a call to status fixed/resolved, generate an email to the client, have them respond to email and the actions for both accepted and rejected are working fine.
However, when someone uses the rejected solution, the status is changed to what I asked it to, but the "Resolved Date" field does not empty. This is a problem for service today. We use a filter for service today not to show any calls where the "Resolved Date" is not null. Is there a way that I can have the feild blanked during the email command?
That is where the problem lies. Status is not an option to use as a filter. Since Status is not a shared component of every module of Service Desk, we can't use that filter. That is why we used Resolved Date.