Usage guide: Automatic ticket closure

Overview

When your service desk agents change a ServiceNow ticket state to "resolved", they still need to manually reach out to the employee to confirm that the ticket can be marked as "closed". This step takes an unnecessarily long amount of time, leading to delays in ticket closure which ultimately hurts the efficiency of the IT service management process.

Ensure your library pack is properly configured by following the steps highlighted in its configuration guide:

Configuration guide: Automatic ticket closure

Workflow Structure

This workflow is designed to operate automatically via an API trigger. This section describes the key steps in this workflow:

  • When a ServiceNow incident ticket's status changes to "Resolved," the process automation within ServiceNow triggers the Nexthink workflow execution API.

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  • Workflow executes an engage campaign to ask user for confirmation.

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  • When a request ticket is confirmed to be resolved, a user satisfaction survey is displayed.

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  • The campaign results are subsequently reported on the campaign overview page.

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  • Once the user confirms that the issue has been resolved, the subsequent step in the workflow is to invoke the ServiceNow API to close the ticket.

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  • If the user does not confirm that the issue has been resolved, the workflow proceeds by updating the incident ticket with details regarding why the user believes the issue remains unresolved.

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