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Closing incidents

BMC recommends that you do not edit the fields on a closed record.

The following table lists what actions are allowed or not allowed in the record details of a closed record:

Related List

Edit link in the Action column

Delete link in the Action column

New <Link/Action/Task> Buttons

Action History

Allowed

Not Allowed

Not Allowed

Linked Tasks

Allowed

Not Allowed

Not Allowed

Linked CIs

Not Allowed

Not Allowed

Not Allowed

Linked Change Requests

Allowed

Not Allowed

Not Allowed

Linked Problems

Allowed

Not Allowed

Not Allowed

To close an incident

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents.
  3. From the list of incidents, select the record that you want to close.
  4. From the Actions menu, select Close.

    Note

    This procedure describes the out-of-the-box fields only. If your system administrator has added or removed fields, complete all the fields on the form.

  5. In the Close Incident window, enter the required details.

    Field

    Action required

    Closed By

    Select the staff member who has worked on the incident. By default, this field displays the Staff ID of the currently logged-on staff member. If you are closing the incident on behalf of a staff member, select the staff member who has worked on the incident.

    Closed Date

    The Closed Date field displays the current date and time.

    Status

    Select a close status. By default, this field is filled with the default close status that is configured by the system administrator. If required, you can select a different close status. All status records with the state of Close are displayed in the Status list.

    Closure Category

    Select the category that suggests the reason for closing the record.

    Follow Up

    If a follow up is required for this incident after you have closed the incident, select the Follow Up check box. For example, if you have delivered a patch to a client to resolve the incident of the client and you need to verify if the patch is installed correctly in the client environment. The Follow Up Date field is enabled.

    Follow Up Date

    Select the date and time at which the follow up action must be initiated.

    Category

    The Category field is filled with the category that is entered in the Incident form. If the original category is incorrect or no longer applies, select the required category from the Category field.

    Resolution

    Type the resolution of the incident. By default, this field is filled with the value of the Resolution field in the Incident form. You can modify this field to include the confirmed resolution of the incident or any new steps taken to resolve the incident.

    Update Standard Description

    To add the contents of the Incident form Description field as a new standard description for the category of this incident, select the Update Standard Description check box. You might need to add a new standard description to describe a frequently occurring issue that belongs to the category of the current incident.

    Update Standard Resolution

    To add the contents of the Incident form Resolution field as a new standard resolution for the standard description of the issue, select the Update Standard Resolution check box. You might need to add this resolution for the standard description of this issue because it provides the information to resolve the issue or it might be an alternate method of resolving the issue.

    Close Tasks

    To close all tasks linked with this incident, select the Close Tasks check box. When you have resolved the incident, you might want to close all linked tasks because these tasks are no longer required. 

    Note: If linked records, such as linked tasks, are assigned to a staff member who is higher in the role hierarchy than the staff member who is closing the record, these linked records might not be closed if the Private sharing model is applied on the linked object. By default, BMC Remedyforce has configured the Private sharing model for the Incident and Task objects, but system administrators can configure the Private sharing model for Change Request, Broadcast, and Problem objects also.

    Close Linked Incidents

    If you have linked incidents with the record, select the Close Linked Incidents check box to close those incidents. The value in the Resolution field of this record is appended to the Resolution field of the linked open records.

  6. Click Save.
    If the system administrator has activated the Notify the client when an incident is closed workflow, an email message is sent to the client of the incident when you close the incident. For a custom Incident form, if you select a lead as the client of the incident, no email message is sent.
    If the system administrator has configured this workflow to use the feedback email template, the email message notifies the client that the incident is closed and contains options for the client to provide feedback. The feedback from the client is stored in the Feedback field of the Incident object. The system administrator can generate a report to view the feedback sent by clients.

Closing a record without filling in details

On the Remedyforce Console tab, to close a record without filling in details, such as closed by, description, resolution, and so on, select Quick Close from the Actions menu.

Related topics

Configuring fields on the Close form

Configuring workflows

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