NGCP - Reopen Incident Customization / Custom Verbiage

Related products:AI Assistant

Forum|Forum|2 years ago
April 25, 2024
7 replies
113 views

Some organizations have limited how long you can re-open a incident. Today the bot will offer the ability to re-open the incident even if the case cannot be re-opened by policy. Apparently that message isn’t customizable.

Could we either enable the ability to match the ITSM re-open policy to the bot prompts so the re-open option isn’t available? Another option could be to make the prompts customizable so the user can be notified they won’t be able to re-open the incident if it’s older than X days and to create a new case instead.

Next Gen AI Assistant

dluckadoo

Employee

Hi @ahendrickson ,

Normally, we can build this user experience by leveraging a resolution state in your ITSM. This could be configured such that users have access to reopen a ticket once resolved; once the ticket moves to closed, the user may no longer reopen the ticket. An automation can be configured in your ITSM to automatically move tickets from resolved to closed after some preconfigured time, which the bot can pick up on and only offer reopen capability while the ticket is in resolved.

Let me know if this solution does not work in your specific case!

Dray

Dray

R

Richard Danilowicz

New Participant

Hello, @dluckadoo ,

What would need to be done configuration wise on the bot end to implement what you are describing? For my organizations Instance of ServiceNow it is moving a resolved ticket to closed after 3 days, and currently the message the bot provides by default is not a clear indicator that it cannot be reopened per the ServiceNow configuration we have set.

While a custom verbiage saying a closed ticket cannot be reopened would be preferred, if the bot could detect a ticket is closed and contextually not offer to reopen, that could also work.

dluckadoo

Employee

It’s going to be a bit specific to your environment, but Moveworks can understand the difference between a Resolved ticket and a Closed ticket. Through this, we can configure the reopen option as unavailable for closed tickets, while still allowing users to move Resolved tickets back to some work-in-progress state.

Since this is going to be specific to your unique environment and bot configurations, I’m going to recommend talking with your CS team about setting this up. I’ll talk internally with @ahendrickson as well to make sure you get support on this setup.

Dray

fatima.aghla

Inspiring

I agree with Richard, for us, we maintain the ticket in resolved state for 5 business days to allow the customer to re-open if need after wich it's permantely closed.

If the customer comes back to reopen it after the garce period, Red will not allow it to re-open, but the message is not clear enough.

A generic message could be setup that would work across the platform for everyone.

This example would work for us : “ 🚫 It seems you're trying to reopen a closed ticket, which can only be done during the grace period while it's still in the resolved state. Feel free to submit a new one for assistance! 😊”

This message would be clear enough to explain why they can't.