Closing incidents

The following table lists what actions are allowed or not allowed in the 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.

   Warning

   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.
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