How-to Instructions

Title

ServiceNow: Resolve an Incident Ticket

This article defines when to resolve an incident ticket and the steps to resolving an incident within ServiceNow. It also provides a template for writing resolution notes for the customer.

In this article:

When Should You Resolve an Incident Ticket?
Resolving an Incident
Resolution Notes Templates

When Should You Resolve an Incident Ticket?

Resolve tickets when:

You have confirmed with the customer the incident is resolved:
- If you assisted the customer via phone/chat/in-person and you know the issue has been resolved.
- The customer responded to a ticket asking for it to be closed.
- If you believe there is a high chance that a solution provided via email should resolve the problem. For example, a customer was receiving a particular error and you found a KB article or another document that provides the fix.
The customer asked how to do something:
- Example: "How do I setup email on my Android Device?" and you send them the KB article that goes through how to setup email on an Android device.
The customer has been contacted 5 times at least every other day and has not responded.
- If a phone number is available, this should include calling the customer as well as emailing (could be up to 10 contacts, 5 via phone and 5 via email).
- See Resolve an Abandoned Incident.
The ticket is a duplicate:
- Example language: "I have resolved INC#### as it appears to be a duplicate of INC####. We are aware that your issue has still not been resolved but will use INC#### to ensure we do not duplicate efforts and are able to provide you the best service possible."

Tickets should NOT be resolved when:

The issue has not been resolved:
- If you asked a customer to come into a walk-in location, do not close the ticket out until after they come in and the issue is resolved. Provide the INC# to the customer and ask them to reference the ticket # or to let the technician they speak with know that they have an open ticket.
- A proposed solution was emailed to the customer that may be confusing or there may be multiple solutions.
You are not certain that the solution you sent will fix the problem.
The issue appeared to be resolved while working with the customer but a follow-up should be completed in a few days to ensure that the issue has not come back.

Resolving an Incident

Click Resolve Incident on the top right side of the header. The form reloads with two new fields under the Short Description field.
Scroll down and select a Resolution Code.
- Choose the resolution code that best describes the incident being worked on.
- See Resolution Code Definitions for more information.
Enter appropriate Resolution notes for the customer:
- Use formal communication
  - Salutation with customer’s name
  - A brief explanation or summary of steps taken or instructions to help them complete the task
    - The attached file will help you to...
  - How to contact us
  - Closing remarks with a thank you and your name
- Format legibly: use full sentences and paragraphs
- Use clear and customer-friendly language
- Avoid jargon and spell out abbreviations
Click Resolve Incident again.

Resolution Notes Templates

Basic resolution

Hi [Name],

Thank you for contacting the Technology Helpline. I’m glad I was able to assist with [description]. [explanation or instructions of steps taken to accomplish this]. You can reply to this email if you feel this issue is not resolved or further action is needed. For anything else please visit our website for one of the many ways to contact us: http://it.umn.edu/help

Thanks again and have a great day!

-[Agent Name]

Walk-in Location

Used only by the Technology Help walk in locations