Best Practices Question
ITIL 4 Resolved verification process
I've been asked to setup KACE Service desk due to my background in standing up another service desk application. I have found that people do not like tickets closed if they do not feel (for whatever reason) that their problem was not completely solved and would to implement a Resolved status to verify that the customer is happy with the solution before closing it.
The flow would go like this:
1. Owner changes status to Resolved (which puts the ticket in stalled) status.
2. Submitter gets an email asking of it is ok to close the ticket.
3. If submitter does not reply in 3 business days the ticket closes with a custom email
4. If submitter responds with some sort of script (my experience is that html scripts can produce a button).. or perhaps just "I am happy" then the ticket closes and submitter gets a close email.
5. If submitter responds with anything other than "I am happy" the ticket re-opens and owner is notified (I believe this is normal behavior).
I also need to know how to do reporting because I think standard reports will not reflect time to close. What does "stalled" mean from a reporting stand point and how can I make sure this does not affect the SLA.
To be honest, Im very surprised in this day Im having to customize this. If there is another ITIL savvy method Id love to hear it.
Any help would be appreciated.