What This Does
This guide explains how to monitor approvals, assignees, and final resolution activity for ITSM records.Steps
- Open the ITSM record detail page.
- Review the current status.
- Check whether the item is assigned.
- Review any approval requirements.
- Confirm whether SLA, escalation, or policy-driven automation is active.
- Add comments or evidence as work progresses.
- Update the status when the record reaches the next workflow step.
- Record the final resolution when work is complete.
- Close the item if your process requires a distinct closure step.
What Happens Next
Closed or resolved records remain available for:- reporting
- compliance evidence
- incident review
- audit trails