Develop > Processes and Best Practices Guide > Service Desk Workflows > Interaction Closure (process SO 0.4)

Interaction Closure (process SO 0.4)

When an interaction is resolved by the Service Desk on first intake, or solved by a related incident, change, or request that is resolved, the interaction is closed. Based on user preferences, the Service Desk communicates the solution to the user by phone or email.

You can see the details of this process in the following figure and table.

Interaction Closure (SO 0.4) is illustrated in the following figure:

Interaction Closure (SO 0.4) process

Process ID

Procedure or Decision

Description

Role

SO 0.4.1

Update Interaction from linked record

The Interaction could involve the closure of an incident, change request, or service request, or the submission of a complaint.

Service Desk Agent

SO 0.4.2

Notify by phone?

If the Notify By method states that the user wants to be notified by phone, go to SO 0.4.5. If not, go to SO 0.4.3.

Service Desk Agent

SO 0.4.3

Notify by email?

If the Notify By method states that the user wants to be notified by email, go to SO 0.4.4. If not, the User does not need to be notified.

Service Desk Agent

SO 0.4.4

Send email notification to User

Send the email notification.

Service Desk Agent

SO 0.4.5

Check solution completeness

The Service Desk agent checks the solution provided for all Callback interactions.

Service Desk Agent

SO 0.4.6

Service Desk Agent accepts solution?

If yes, go to SO 0.4.7. If not, go to SO 0.4.11.

Service Desk Agent

SO 0.4.7

Verify solution with the User(s)

The Service Desk Agent contacts the user and communicates the resolution. The user should verify the solution and confirm that the incident is solved and that the question or complaint is answered, or the Service Request is fulfilled.

Service Desk Agent

SO 0.4.8

User accepts solution?

If yes, go to SO 0.4.9. If no, go to SO 0.4.10.

Service Desk Agent

SO 0.4.9

Close interaction

The Service Desk Agent closes the interaction.

Service Desk Agent

SO 0.4.10 Reopen or Create new Incident

The solution provided may not solve the issue for all users. If the solution does not solve the issue for all users, the Service Desk Agent must either reopen the existing record or log the incident.

Service Desk Agent

SO 0.4.11

Reopen relevant record

The Service Desk agent reopens the incident for further investigation and diagnosis.

Service Desk Agent