About Resolution Details

about the resolution details tab docid\ dg 9qawrpqih izn76moyresponding to an incident docid\ dg 9qawrpqih izn76moyresponding to a service request docid\ dg 9qawrpqih izn76moyresponding to a task docid\ dg 9qawrpqih izn76moy about the resolution details tab the resolution details tab shows response and delivery escalations in a graphical form response and resolution targets the response target uses the response escalation schedule, and the resolution target uses the resolution escalation schedule if service level agreements are configured for a service, the escalations that are configured within the service level agreement override the default application escalations if another service is selected, the application stops the previous escalation clock and marks the records of the previous escalation schedule as obsolete at this time, a new escalation schedule goes into effect if the resolution target bar or the escalation records on the escalation watch tab do not appear, click refresh on the toolbar responding to an incident when an end user submits an incident through the self service portal, the application sets its initial status to logged the application changes the incident status to another state when a service desk analyst assigns an owner the amount of time that the incident is in the logged state is the incident response time if the incident response time exceeds a specific amount of time, the application displays a notification on the service desk management dashboard when you are notified of an incident response escalation, do the following open the incident that was identified in the escalation notification the application displays the incident details page in the owner field, choose a name from the drop down list click save the application changes the incident status to active the incident is considered responded to and the escalation ends the application notifies the end user (if automatic notification is enabled) responding to a service request when an end user submits a service request through the self service portal, the application sets its initial status to submitted the application changes the status of the service request to another state when it is worked on the amount of time that the service request is in the submitted state is the service request response time if the service request response time exceeds a specific amount of time, the application displays a notification on the service request dashboard if a service desk analyst creates and saves the service request, the application considers the service request response escalation as complete do the following to respond to a breach log in to open the service request workspace open the service request that was identified in the escalation notification the service request record appears in the owner field, choose a name from the drop down list click save the application changes the service request status to active the service request is considered responded to and the escalation ends a journal entry records these activities in the activity history workspace the application notifies the end user (if automatic notification is enabled) responding to a task if you or your team is assigned a task, you must respond to it within a specific amount of time if you do not, the application displays an escalation notification when you are notified of a task response escalation, do the following open the service request to which the task is linked select the task tab select the escalated task (only tasks with no status or a status of assigned or logged are escalated ) choose a response to begin processing the task and end the escalation accept the task is accepted by the user and the clock restarts complete the task is finished with no further action reject the task is rejected this is a final state reassign the task is assigned to another user and the clock restarts the task reverts to the logged state continue the clock continues the countdown cancel the task is canceled and the clock stops waiting the task is waiting for action from an outside party and the clock is paused click save