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Set Incident Resolution Description Mandatory
Ben_Tey
Partner Adept IT Monkey ✭✭
Wondering if anyone have idea on how to fulfill the customer request.
Before analyst able to resolve the incident, Set Resolution Description as mandatory to avoid analyst leave it blank or just enter .,@&. A minimum character to be input. This sound like input validation which I'm agreed it's good for user experience.
Before analyst able to resolve the incident, Set Resolution Description as mandatory to avoid analyst leave it blank or just enter .,@&. A minimum character to be input. This sound like input validation which I'm agreed it's good for user experience.
11
Comments
I highlight the second point more than anything, because I've personally always wanted to solicit genuine input (i.e. not forced) from analysts/end users using SCSM.
That said - I suppose if you got really clever with this, you'd have to change the minimum input for the different type of resolution category but personally, (personally not something I'd ever want to manage). In which case, the best alternative I've come up with (and I'll emphasize it clearly isn't perfect) is reporting on the number of words/average number of words in the Resolution Description on your Incident reports. Then having a Request Offering that fires an SCO runbook that allows analysts to update IRs out of their control (i.e. "Closed") should something really need to get updated. The report then would probably be to the effect of - "For all Incidents of a particular Classification, show me their average resolution description word count." or "For a single analyst, show me their average Resolution Descriptions".
If the help desk manager (or any manager) for that matter is doing reviews with their team on Incidents, this may just play nicely into said meeting. Otherwise, I'd certainly agree with you in advance saying it creates more work (meetings) that previously may have been unnecessary.
Ultimately, this scenario of mine makes it more of a management process and less of one that is controlled by SCSM.
For those implementations using activities in IRs, the analyst must remember to fill in the resolution details before completing the final activity. This is already the case with other WI types and users often forget to do so. This strips value from resolution emails.
I would like to see this script as well.
@chris_ross Can we have the code presented in this video?
https://vimeo.com/169913552#t=2980s
Yes, on 50:19 was exactly what my customer ask for ! Set the Resolution description as required and set the minimum character for validation. Thank you @Adrian_Mataisz
@Geoff_RossPlease share your script for the IR custom task - IR Resolve
Check this out :-)
Shane