Closing an incident request

Closing an incident request signifies that the incident has successfully restored the service to the user and that the user is satisfied with the outcome. When the user agrees that the incident can be closed, review the incident request record for completion.

If you leave an incident as Resolved, Incident Management closes the incident after a period of time. The time for your installation to close the incident is configurable, so check with your administrator to find out the interval for your organization. The default setting is 15 days.

To close an incident request

1. Open the incident request record.
2. Review the Incident Request form to make sure that it is complete and accurate.
3. In the Status field, select Closed.
4. Click Save.
   The status is set to Closed. If the incident was broadcasted, the broadcast is removed.

To quickly close an incident request

Under some circumstances, you can quickly close the incident request, without first passing it through the Resolved status. For example, if you are on the phone with a customer and can confirm with the customer that the incident request has been resolved, you can close the incident request immediately. You cannot perform this procedure if the status of the incident request is already set to Resolved.

1. With the incident request open, click the down arrow in the area of the process flow bar that corresponds with the current status of the incident request (for example, Resolution and Recovery).
2. From the menu, select Next Stage > Close.
    If any information is missing from the record that is required to close it, a dialog box appears asking for the information.
3. If prompted, provide any missing information.
4. Click Save.
   The incident request moves to the Closed status.