Best Practices Question

ITIL 4 Resolved verification process

04/25/2020 219 views

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.

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All Answers


Barchetta, thanks for a great question, and yes I am surprised as well that KACE has not yet considered putting this in as standard, after all I have only been suggesting the same thing for the last 8 YEARS!!

Anyhow, there is a way of achieving this via configuration, the way we have done this in the past is to send the email on resolution, and set resolution as a closed state so the SLA stops at that point. If you email the customer with the standard email asking them to update the survey, it is then perfectly possible to setup[ a ticket rule that says "If no survey response is recorded with X days, then set the status to Closed". If you don't use the syrvey as your CCV then this doesn't work.

The alternative would be to set something up bespoke, but the challenging part of this is that KACE added in a standard ticket rule that sets a call to reopened if  a customer responds to a closed ticket. You can edit that rule so that it changes the ticket to a different status or rip the logic out and use it, but the difficulty you will have will be identifying if the response is "please close" or " please keep open". If you can standardise the response, then you are on to a winner.

But in short the answer to your question is yes, using custom ticket rules.

Answered 04/27/2020 by: Hobbsy
Red Belt

  • Maybe I should rethink the merit of this then if I am in the minority. It would have been added by now if they were being asked by many. Perhaps just a carefully closed ticket email will suffice. Thanks for this.. thus far Ive done a custom rule that sends the email and a resolved status but it is right now stalled.. which I know is going to be a problem for reporting.. so your suggestion to sort of fib and call it resolved but close it is probably the way to get around that. This is a lot of work to simply ask the customer if it is resolved and Im concerned about ticket processing errors over something I missed down the road. In short *sigh*.
  • FYI a competitor to KACE I have worked with sent a custom HTML email with buttons in it that would fire up a reply email in OUTLOOK and enter appropriate logic into the email and the submitter had to press send. Problem is that not everyone uses Outlook! So it was problematic. Im starting to get discouraged.
    • Well don't get too discouraged, check out my profile and email me, happy to have a web session to discuss the options and work through some stuff with you...

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