When you close an incident ticket, move the status to “resolved” and HPSM will take care of the rest. If the “Notify By” is set to email, HPSM will send the automated email and close the request. If the “Notify By” is set to phone call, the Help Desk will make the phone call to let the requester know the ticket is closed, then the Help Desk will close the ticket.
Divisional Meeting Panel Questions: Part 1 (Bonus!)
Q: I used to be able to search for items in the catalog. Why does the search no longer work?
A: Searching on the self-serve portal works well. If you enter a search term, you will see the service, support and any KB articles related to the service. Once you find the item you are looking for, select it and complete the request. If you are in the HPSM interface, you can select a category to get a short list of what is included in the category. At this time, the search for a specific term does not work. It will be reviewed in the future.
Q: When working on Incidents as a technician, why do additional required fields keep popping up after I change a setting and hit save?
A: Some of the fields become mandatory based on the service selected. This allows for necessary information to be collected as the ticket moves along. The fields that are required are consistent, so as you get familiar with using HPSM, you will know what is required when.
Q: Why does the new HPSM implementation have so many additional clicks to work with tickets from the technician interface?
A: The short answer is: the new HPSM system collects more information, so there are more clicks to go with it.
Q: How can HPSM automatically email a ticket update (not closure) directly to the customer?
A: There are a few ways to provide updates to customers. If the customer uses the self-serve portal, there is a checkbox “Visible to customer” that can be used to show the activity on the portal. If you want to email the customer, you can use the More option from the navigation bar, then select Notify. The ticket will be referenced in the email and you can add your information about the ticket in the email. These emails are not tracked in HPSM
Q: How can I open a ticket automatically from an email?
A: We do not have that functionality implemented at this time. HPSM does support it, so it will be evaluated in the next phase of the deployment project.
Q: HPSM seems to be a ticketing system. What does HPSM actually stand for?
A: HPSM is, in fact, a ticketing system. HPSM stands for: Hewlett-Packard Service Manager