Just one last Friday note: 3 strike rule = the contact attempts we make with the

client before setting a ticket on Resolve status AKA Follow up process

Day 1 (ticket creation day) write in the additional comments (customer visible)
field the information that you require from the client. As you know, this will send an
automated e-mail to the client with these notes.
Day 2 Call the client (if no answer, leave voice mail telling them what you need
from them).
After calling the client, and leaving a voice mail if he has one, you will
update the incident with the fact that you made an outbound call on the incident.
After that you will post again in the additional comments (customer
visible) field the same information you posted in day 1, the exact information you
need from him.
Day 3 Post in the solution field a note stating that because you were not able to
reach him you will now set the incident on Resolve below you may find the exact
template to be used by all of you.
When setting the ticket on Resolve status, the client will get an e-mail
notification(what you posted in the solution field) that his ticket was set on Resolved
and that he has 5 business days to either accept the solution or reject it. After 5
days his incident will be closed automatically.
Template to be used for day 3 solution field:

Kindly be informed that Sulzer Service Desk has tried to contact

you and was unable to reach you.
Therefore, this incident will be set on resolve state for now.
If our assistance is no longer needed please accept the solution,
otherwise reject it and the incident will be reopened.
The closure code to use when resolving an incident this way is: Not Solved (Not
Reproducible)
PS: If you are notified in any way that the client is out of office your will set the
ticket on `awaiting user ` and apply this follow process starting with the first day of
his return.
PPS: You will also have a KB article available about this.
Larisa Colhon
Trainer
email Larisa.Colhon@stefanini.com | site www.stefanini.com

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