Solution
What the client needed was the automation of the process of incident status change (Start, Stop, Pause, and Reset Conditions) based on a countdown. By creating specific Workflows into ServiceNow instance three different status choices were created which define the flow of the process, manage status change, and define the timer duration.
Business Outcomes
The automation of the process of incident status change enabled the client to monitor and track the statuses of the incidents, i.e. whether they are active, done, or idle. Additionally, the solution enhanced incident traceability by giving the client info about the time needed to close an incident. Key results:
- Monitoring and tracking work performance in the Incident form;
- Automatic status change based on countdown timer;
- Increased traceability of completed and waiting-to-be completed incidents;
- 100% incident resolving rate;