This documentation supports the 23.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

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.

Related topic

Reviewing and changing the status of incident requests

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 you have installedBMC Helix ITSM: Knowledge Management and BMC Helix ITSM: 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. 

The following figure provides an overview of the incident request closure process.

Incident request closure

 

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