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:

Interaction Closure (SO 0.4) process

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