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  • 1.  7.5 Ticket Status

    Posted Nov 12, 2012 05:20 PM

    I'm giving 7.5 a test run and currently having difficulties getting the ticket % completed and status messages to update on ticket events.

    The documentation outlines the following out of the box ticket statuses and associated  % (shown below) but I'm unable to move a ticket into "Responded" or "Escalated" no matter how many comments I add, resolution text entries I commit or subtasks I create/resolve.

    Is anyone else experiencing trouble with this in 7.5?

     

    Status Description %
    Received The incident was submitted and is ready to be worked. 10
    Reopened The user reviewed the incident and reopened it, which indicates that the incident is not fixed or the user is dissatisfied with the resolution. 10
    Assigned  The incident was assigned or one or more subtasks were created and assigned for the incident. 25-50
    Responded One or more of the incident's subtasks were responded to, regardless of whether a resolution was provided. 50
    Escalated The incident was escalated to a designated person or group for resolution 70
    Resolved A resolution for the entire incident was provided and the incident is ready for the user's approval. The resolution must apply to the entire incident, not to a single subtask. 90
    Closed All manual actions and automated actions within the process are complete and the incident is closed. 100
    Hold The incident is scheduled for later and is placed on hold. Typically, this status means more research or analysis needs to be performed 20-25
    OUT OF TIME The incident's due date passed and the incident was not resolved. Depends on your SLA configuration percentage.
    Time Out/Exception The incident exceeded the Service Level Agreement (SLA) window, therefore the incident is escalated. Depends on your SLA configuration percentage.

     



  • 2.  RE: 7.5 Ticket Status

    Posted Nov 13, 2012 09:23 AM

    I have it in test and don't have any issues with the status updates. In fact they seem to update immediately in the reports and on process view screen now as opposed to there being a slight delay like before.



  • 3.  RE: 7.5 Ticket Status
    Best Answer

    Posted Nov 14, 2012 09:44 AM

    Hi Will Yalland,

    The incident statuses instruction contains some information that is no longer relevant to ServiceDesk 7.5 (due the changes to Incident Management).

    This instruction has been updated in the Symantec™ ServiceDesk 7.5 User Guide and has been republished:

    http://www.symantec.com/docs/DOC5721

    The Incident statuses topic has been republished with the updated information:

    http://www.symantec.com/docs/HOWTO82007

    The instruction now reads as follows:

    Incident statuses

    The incident status accurately reports the progression and outcome of the stages of the Incident Management process. The percentage represents the level of completion that the process has reached. For example, if the status percentage is 60, it means that the process is 60 percent complete.

    The status and percentage appear in several places in the Process Manager portal. For example, they appear at the top of the ticket’s Process View page. 

    Table　1-1 Incident statuses

     

    Status

    Description

    Completion percentage

    Received

    The incident was submitted and is ready to be worked.

    10%

    Assigned

    The incident was assigned to a designated person or group for resolution.

    20%

    Hold

    The incident is scheduled for later and is placed on hold.

    Typically, this status means that more research or analysis needs to be performed.

    25%

    Resolved

    A resolution for the entire incident was provided and the incident is ready for the user’s approval.

    The resolution must apply to the entire incident, not to a single subtask.

    80%

    Closed

    All manual actions and automated actions within the process are complete and the incident is closed.

    100%

    Kindest regards,

    Charles