Completing an incident request

Use this procedure when you have resolved the incident request, but are unable to have the user verify the resolution.

To complete an incident request

1. In mid-tier screens, open the incident request record.
2. Change the Status field to Resolved.

3. Select the appropriate status reason.
   The status reason can indicate action required before the incident is closed, such as Customer Follow-up Required. See Reviewing and changing the status of incident requests for definitions of the status reasons.

   Best practice
   If the incident type is User Service Request or Infrastructure Event, we recommend that you complete the following step (but it is not required).

4. Provide a description of what you did to resolve the incident request. You can do this using one or both of the following methods.
   
   • Resolution field—Type a description of what you did to resolve the incident request.
   • Resolution Categorization fields—Select a predefined resolution from a set of menu choices on the Resolution Categorization area of the Categorization tab.
     1. Click the Categorization tab.
     2. Click Show Resolution Categorization.

     3. Select a resolution description from the Resolution Categorization Tier 1, Tier 2, and Tier 3 menus.

        When you associate a CI to an incident request, BMC Helix ITSM: Service Desk automatically maps the incident request's resolution categorization to the CI's product categorization.

5. Click Save.
   The status of the incident is set to Resolved.
   If CI unavailability was created from this incident and your support group is responsible for the CI unavailability, you are prompted to update the CI unavailability.

   • To update the CI unavailability if the CI is now available, click Update.
   • To continue resolving the incident without updating the CI, click Close and Continue Save.
   • To return to the Incident Request form without saving, click Close and Cancel Save.

   For more information, see Recording-CI-unavailability-related-to-an-incident-request.

When you resolve an incident request that has related duplicate requests, Incident Management also updates those duplicate requests as resolved. It can take several minutes to update duplicate requests because Incident Management processes these updates in the background. For more details, see Relating incident requests as duplicates.