Use case: Resolving incidents
This article describes the use case "Resolving incidents." An overview of the use case is provided in the first section. The second section provides delivery instructions for the use case.
Use case: Resolving incidents
Use case description
The resolving incidents use case strives to finalize the incident management process for a particular incident. The use case results in a resolved and documented ticket, which can be utilized later for resolving similar incidents.
Example scenario
Consider a scenario with an ongoing outage with an business application. The issue has been raised by creating an incident, and the Service Desk Agent has processed the incident. Now, the Service Desk Agent has found a resolution independently or with other Service Desk Agents and Support groups. This use case describes the steps for finalizing the Incident management process by resolving the Incident.
Use case diagram
Workflow
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The Service Desk Agent searches for a resolution to the Incident by utilizing the Knowledge base articles or other sources of information.
- The Service Desk Agent continues and finalizes necessary recovery actions for resolving the incident. The recovery actions have been started in the processing incidents use case.
- The Service Desk agent documents the resolution to the ticket by using a ready-made resolution text from an existing KB-article or by writing the resolution text manually.
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The Service Desk agent changes the ticket status to "Resolved".
- An automatic email is sent to the end user.
- The end user reviews the resolution, and confirms whether the resolution solved their issue.
- In case the resolution does not have desired effects to the End user, the End user can reopen the ticket within seven days. The End user can reopen the ticket by responding to the emails sent manually or automatically from the ticket, or by reopening the ticket via the Self-service portal. In this case, the processing of the incident continues.
Results
- The incident has been resolved, and the status of the incident ticket has been set to "Resolved".
- A resolution text has been documented to the ticket.
- The end user has been informed about the resolution.
- The end user has also been asked to provide feedback.
Benefits
- The issue affecting business operations has been resolved which allows normal business operations to continue.
- A resolution has been found, and it has been documented to the ticket. The resolution text might help in resolving upcoming similar incidents. The Efecte Virtual Coach can help finding the resolved ticket when processing future tickets for similar incidents.
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