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Quick Resolve Incidents / Quick Complete Service Requests

Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
in Cireson Uploads

Hi Community,

A very common issue I see with customers is people on the Service Desk typically have a lot of standard nature of tickets which they tend to close off straight away, whether it be an account locked or a password reset and it can take time to open a ticket, save it, reopen the ticket, save it etc.. And even more so on a Service Request because you need to wait for workflows to run!

But no more! This solution will help alleviate a lot of that sitting around just to complete/resolve a ticket, you can just create the ticket and forget about it!

All files can be downloaded from my github: https://github.com/shanewh1te/Cireson-QuickResolve-WorkItems

So there are a few components to this:

  1. Install the ManagementPack (Cireson.WorkItem.ServiceRequest.Extensions.QuickComplete.mp), this is a class Extension for the SR class to add a Boolean (True of False) field to the class. This is used to toggle whether a Service Request is a quick complete SR or not because the SCSM console does not let you pre-complete an SR in the template.
  2. Copy the QuickResolve Folder from the files to C:\inetpub\CiresonPortal\CustomSpace
  3. Copy the contents of Custom.js to your Custom.js file in the above location

Once you have done all of this you will be good to go! I have also attached a word document explaining the usage for each example, an Incident and a Service Request.


A little bit of a discussion area for this is whether or not you would want to use Activities on a Quick Complete SR, so let me know your thoughts on this below!


Let me know what you think!

Thanks,

Shane

Comments

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Apologies to anyone who had tried to download this, there was a mistake in the .mp file which I have now corrected, so it should import now with no issues!

  • Gerhard_GoossensGerhard_Goossens Customer Advanced IT Monkey ✭✭✭

    Hi Shane, this was a request from our analysts. I built mine with orchestrator. I have a quick assign and quick resolve. I created request offerings that use a template with the runbook activity that are exposed to only the analysts.


    Screenshot from 2021-02-04 11-23-45.png
    Screenshot from 2021-02-04 11-21-02.png
    Screenshot from 2021-02-04 11-20-46.png


  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    nice work @Gerhard_Goossens! I did consider this as an option when thinking about building a solution, but I wanted to go with something a little simpler to implement which could still have a big impact!

    But great work!

  • Gerhard_GoossensGerhard_Goossens Customer Advanced IT Monkey ✭✭✭

    @Shane_White yeah, yours is much easier to implement. I will load it in our test env and give it a go.

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Let me know what you think :-)

  • Paul_ParryPaul_Parry Member IT Monkey ✭

    Shane, The Quick Resolve sends an email for Incident /Request Open, is is possible we get an email for Job Complete too.

    Thanks

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Hi @Paul_Parry

    An educated guess here would be because the status is being set straight away, it isn't 1 value then changed, so I created a test subscription which seemed to work great for Incidents:

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    Let me know if this helps!

    Thanks,

    Shane

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    The trick here was to base the subscription on incidents that were created, where the status was already resolved.

  • Paul_ParryPaul_Parry Member IT Monkey ✭

    Thanks very much that has been implemented and tested and is working fine.

  • Matt_Howard1Matt_Howard1 Customer Adept IT Monkey ✭✭

    @Shane_White could this be applied to incidents or service requests created via request offering?

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Hi @Matt_Howard1

    Sorry for the slow response, thinking about this.. Not in the way it is currently designed (I don't think), but I think there could be a way to do this with Request Offerings with other automation, because this solution relies on you being on a "New" Workitem, whereas in a Request Offering you are never on the new WorkItem page. So maybe a PowerShell Script in SCOrch or a PowerShell Activity behind the scenes could achieve then same result!

    Thanks,

    Shane

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