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Resolution Notes
San Jose SSC Quality
Created on August 12, 2024
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Transcript
Resolution Notes
The assignee resolving the incident ticket must enter a descriptive and understandable resolution note in the incident record. The entered resolution text will be copied automatically to the standard notification, which the end customer receives when the incident ticket is updated or resolved. Therefore, an end-customer-friendly text must be entered in the resolution note field. Do not copy & paste last interaction within the ticket. Resolution note must contain the reason for closure and the 7 days ticket reopening possibility. Professional greetings and salutations should be used.