Resolving and closing incident requests

The incidents are resolved automatically based on the clearing of alarms.

To resolve an incident

The alarms are automatically cleared through the Fault Management System with a call from the REST API. For more information, see Managing-alarms-by-using-REST-API.

After all the tasks and alarms that are attached to the incident are resolved or cleared, if the incident is in the In Progress status, the status of the incident automatically changes to Resolved. If the incident is in the Assigned status, you must manually change the status of the incident to Resolved.

If the incident is in Resolved status and you open the alarm again with the alarm severity value to any other value than Cleared, the status of the incident changes to In Progress. 

After the incident is closed, you cannot update the alarm severity from Cleared to any other value.

To close an incident

1. From Console > Ticket Console, open an existing incident.
2. Click Edit.
3. From the Status list, select Closed.

To cancel an incident

1. From Console > Ticket Console, open an existing incident.
2. Click Edit.
3. From the Status list, select Cancelled.