Solutions
Keep the requester in the service outcome.
Track fulfillment, follow-up and confirmation without collapsing them into one status.
The work to improve
A completed operator step does not always solve the requester’s problem. Service teams need a visible way to hear what remains and return with evidence.
Assigned owners record their response, observed result and evidence reference. The response remains labelled as awaiting requester confirmation until the requester decides.
Reports keep manual owner confirmations and provider-verified actions separate. The median fulfillment measure includes its observation count so the team can judge the sample behind the number.
What changes for your team
- Track personal catalog fulfillment runs.
- Route unresolved feedback to the assigned owner.
- Inspect recorded outcomes with source drilldowns.
What you can explore in Vision
- My service requests and Review service result
- Requester follow-ups with owner evidence
- Seven-, thirty- and ninety-day outcome cohorts
Questions worth asking
Who can confirm Solved?
Only the original requester can confirm the outcome as Solved.
Does positive feedback mean access is still active?
No. A verified grant can later expire or be removed; feedback does not alter its lifecycle.
What does the outcome window measure?
It includes accessible fulfillment runs created in the selected window, not every completion during that period.
Scope and availability
- Feedback does not close requests or change access lifecycles.
- Outcome counts can overlap and do not represent CSAT or a guaranteed resolution rate.