Inform end user about the Incident Solution

Use case scenario: The incident is returned to the overall responsible Person as solved. The end user has to be informed. This Incident status information is the essential part of the incident closure and evaluation.

Note: The 'User Informed', 'Close Incident', 'User Not Accepted' and 'Giveback Incident' buttons represent so-called status actions. Using the status action results in an email containing the present status of an Incident sent to a user who earlier reported the Incident. The status information by email is provided to users at various points during the Incident lifecycle using the appropriate status actions.

Please see also the 'Email Templates' topic to learn more about the linking of status actions to generating emails.

Also note that also the Description in the Incident Editor tracks the status history of the Incident with detailed information.

The following actions are involved in the process:

Informing an End User about the Solution

To Inform an end user about the Incident Solution:

1. Select the Incident ticket from the catalog or open it by double-clicking on it.
2. Click the User Informed button.

   If Response Media = 'Email', an email dialog pops up and must be confirmed.

3. Fill in at least the mandatory fields and edit the email according to the best of your knowledge.
4. Click OK to proceed.

   The email has been sent.

Incident Status Information Sent 'On-demand'

It is also possible to send a message containing the present status of an Incident to a user who earlier reported a service interruption anytime manually. This Status information is typically provided to users 'on-demand' at various points during an Incident's lifecycle.

To send the Incident Status Information manually:

1. Open the 'Incidents' catalog.
2. Select an Incident and right-click to call a menu.
3. Select 'Send > Send Email'.

   A 'Mail Object' (Email Template) window appears.

4. Fill-in the mandatory fields and click 'OK'.

   An email with the current Incident status information will be send to the recipient.