Words and Phrases
Close Interaction (process SO 0.4)
When an interaction is solved by a related incident, change, request, or problem 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.
Close Interaction (SO 0.4) is illustrated in the following figure:
|
Process ID |
Procedure or Decision |
Description |
Role |
|---|---|---|---|
|
SO 0.4.1 |
Close Interaction from linked record |
The Interaction closure is caused by the closure of an Incident, Change, Problem or Service Request, or the submission of a User complaint or compliment. |
Tool |
|
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 0.4.6. If not, go to SO 0.4.3. |
Tool |
|
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, go to SO 0.4.5. |
Tool |
|
SO 0.4.4 |
Send email notification to User |
Email notification is sent to User. |
Tool |
|
SO 0.4.5 |
User satisfaction survey |
A user satisfaction survey that is automatically generated by the system can be sent out. |
Tool |
| SO 0.4.6 | First call resolution? | If the related Service Request or Incident is closed by Service Desk Agent on first contact, go to SO 0.4.5. If not, go to SO 0.4.7. | Service Desk Agent |
|
SO 0.4.7 |
Check solution completeness |
The Service Desk Agent checks the solution provided by fulfillment team. |
Service Desk Agent |
|
SO 0.4.8 |
Verify solution with User |
The Service Desk Agent contacts the User and communicates the solution. The user should verify the solution and confirm that the incident is solved, the question or complaint is answered, or the Service Request is fulfilled. |
Service Desk Agent |
| SO 0.4.9 | User accepts solution? | If the User accepts the solution, go to SO 0.4.5. If not, go to SO 0.2.1 to register new Interaction. | Service Desk Agent |
