ServiceNow is a powerful platform that helps businesses streamline their IT operations. One of the key features of ServiceNow is its ticketing system. With ServiceNow, you can create, track, and manage tickets for various issues and requests. A common question that arises is whether ServiceNow automatically closes tickets set to “Awaiting Info.” The answer is no, ServiceNow doesn’t automatically close tickets set to “Awaiting Info.”
Understanding the “Awaiting Info” Status
When a ticket is set to “Awaiting Info,” it means that the assigned technician or team needs more information from the requester to proceed with the resolution. This status indicates that the ticket is currently stalled, and no action can be taken until the necessary information is received.
ServiceNow Ticket Status: Awaiting Info
Why Doesn’t ServiceNow Auto-Close Tickets Set to Awaiting Info?
There are several reasons why ServiceNow doesn’t automatically close tickets in the “Awaiting Info” state:
- Flexibility: ServiceNow allows for flexibility in how you manage your tickets. Depending on your workflow and specific needs, you may want to keep tickets open in the “Awaiting Info” state for a certain period before taking further action.
- User Experience: Automatically closing tickets can be frustrating for users. It may lead to confusion and unnecessary back and forth if the ticket was closed prematurely before the user had a chance to provide the required information.
- Tracking and Reporting: Keeping the ticket open in the “Awaiting Info” state allows for better tracking and reporting. You can easily see which tickets are currently stalled and need further action.
What You Can Do to Close Tickets Set to Awaiting Info
While ServiceNow doesn’t automatically close tickets in the “Awaiting Info” state, there are a few options you can utilize to manage them efficiently:
- Set Timeouts: You can configure ServiceNow to automatically close tickets in the “Awaiting Info” state after a specific period. This can help prevent tickets from being stuck in limbo for too long.
- Create a Workflow: You can create a workflow to handle tickets in the “Awaiting Info” state. This workflow can automate tasks such as sending reminders to the requester, escalating the ticket to a different team, or closing the ticket if no response is received after a set time.
ServiceNow Workflow Automation for Awaiting Info Tickets
- Manual Closure: If you want to close a ticket in the “Awaiting Info” state manually, you can do so by selecting the “Close Ticket” option. However, make sure to update the ticket with the reason for closure, such as “No response received after a certain time.”
Expert Insights
“ServiceNow allows you to customize your workflows to meet your specific needs,” says John Smith, IT Manager at XYZ Company. “You can leverage the power of ServiceNow by creating workflows to handle tickets in the ‘Awaiting Info’ state based on your specific policies and procedures.”
FAQs
- What happens when a ticket is set to “Awaiting Info”? The ticket is paused until the required information is provided.
- How can I set a timeout for tickets in the “Awaiting Info” state? Go to your ServiceNow instance’s settings and configure the “Awaiting Info” timeout period.
- Can I manually close a ticket in the “Awaiting Info” state? Yes, you can manually close the ticket by selecting the “Close Ticket” option.
- What happens if a ticket is closed while it’s still in the “Awaiting Info” state? It will remain closed, and the requester will need to create a new ticket if they need further assistance.
Other Relevant Articles
- ServiceNow Workflow: A Comprehensive Guide
- Best Practices for Managing ServiceNow Tickets
- Troubleshooting ServiceNow Issues
Contact Our ServiceNow Support Team
Need help with ServiceNow? Get in touch with our expert team at WhatsApp: +1(641)206-8880, Email: [email protected]. We’re available 24/7 to answer your questions and provide support.
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