Best practice for 'closing information' when closing an issue

Question

I was wondering what the best practice is, for providing closing information to a customer when closing a ticket.

Our process works like this:
- once we have an issue resolved, we put the status on 'Solved'.
- We provide a comment to the customer with our 'closing information'. What have we solved and how does it work.
- we wait for the customer to validate this, and then we put the issue on status DONE. (or if it takes more then 7 days for the customer to get back to us, we also consider it DONE.

But somewhere I think we are missing something and this could/should maybe work differently, hence my question, what would be the best practice for this in Jira, how do others do this?

Dave Mathijs · Accepted Answer

Hi @AV

The resolution of an ITSM ticket can lead to either creating or updating a KB article in the linked knowledge base available for customers in the portal.

This could be a how-to article or a troubleshooting article.

Jack Brickey · Accepted Answer

Hi @AV ,

your process seems solid. The key is in giving sufficient details to the customer such that they are happy or at least accept the answer. So the details that achieve that goal really depends on the situation. For example, if you have a really demanding customer that wants to know everything about the issue then you're going to need to provide more information while other customers may be perfectly happy with the fact that you solved the issue. That said, I believe that creating a template for your response to the customer is wise. For example....

* Root cause
* How we missed it/Test escape
* The fix
* Continuous Improvement or how we won't miss next time

finally as @Dave Mathijs a indicates there may be an opportunity for the creation/updating of a KB article as well.