Closing incident requests
When you resolve the incident request, move the incident request status to Resolved.
If you are in communication with the customer when you resolve the incident request, and can verify the resolution, move the request status to Closed immediately. For information about how to do this, see Closing an incident request.
If you cannot verify the resolution at the time you make it, complete the incident request with the Resolved status, and set the Status Reason field to Customer Follow-up Required. For information about how to do this, see Completing an incident request.
The customer must verify the resolution within a specified period of time, or Incident Management automatically moves the incident request status to Closed. The length of this period is configurable. Check with your system administrator to determine how much time your organization specifies. The default setting is 15 days. For more information, see Configuring incident rules.
If the resolution information entered in the incident request can help users, service desk analysts, or other specialists resolve future, similar cases, you can create a solution database entry to document the solution. For information about how to do this, see Creating a solution database entry from an incident.
If you have installed both BMC Knowledge Management and BMC Service Desk, you can create knowledge articles to describe incident resolutions. This information could be useful to subsequent users who encounter the same or similar issues. To do this, see Recording an incident resolution in a knowledge article.
If the incident request was resolved using a workaround, but the incident can recur, notify the problem coordinator so that person can investigate the issue in a timely manner and then decide whether to create a problem investigation.
If the user does not accept the resolution, the user contacts the service desk and asks for the incident request to be reopened. Depending on the incident request's status refer to one of the sections listed at the bottom of the page.
Topics provided in this section include:
- Completing an incident request
- Recording an incident resolution in a knowledge article
- Closing an incident request
- Moving a resolved incident request back to In Progress
The following figure provides an overview of the incident request closure process as described by the BMC Service Management Process Model.
Incident request closure
Click the following figure to expand it.