SCSM 2022 Incident on Admin Console and on the Portal/ Questions

Question

Hi,

I have some questions about Incidents on Admin Console for Administrator/Analyst and an the Service Portal for Users:

On the Service Portal for users

How can the user make an Incident on the Service Portal as following:

1. Close (with "Chancel Request" button?)
2. resolved (with "Chancel Request" button?)

or How?

Can I create some button for "Close" or "Resolve" or is that not needed?

On the Administrator Console under All Open Incident

1. how can I write users some Notes or Information ( with Set first Response or Comment or with Request User Input?)

1. Is there any way to chat with User who has created the Incident?
2. What is the best method to manage the Incident? I mean to communicate with Users?

Is there any Links can help me?

Thank you very much for help

Answer 1

Hi,

From my understanding, when a user cancels an IR, it means the IR is resolved by the user themselves.

We could view/update the IR status directly from the SCSM console.

We could use the Action log (Request User Input/Set First Response or Comment) to communicate with users.

These steps will help you effectively communicate with users and document your actions within the incident record.

For third-party tools, you can refer to Easy Teams Integration for SCSM is Live With v10.3

Answer 2

Hi,

In the user Portal, we can see four queues, Active, Resolved, Closed and All. When we create a request, an IR show in the Active queue, we can communicate with the engineer through User input.

When we choose Cancel Request button, this IR will move to the Resolved queue.

When IR moves to the Resolved queue, we can continue to communicate with the engineer through User input. Or choose Activate Request button to reopen this IR.

The Close queue is used to display the previous IR, similar to the archived history, the user does not need to operate, and the IR cannot be reactivated, furthermore only the resolved IR can be show in Closed queue.