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Resolving and closing incidents

Use the following procedures to resolve and close an incident request.

To resolve an incident request

  1. Tap an incident request record that has a status of In Progress or Assigned.
     The record is displayed and the Actions button appears above the details pane.
  2. Tap Actions.
  3. If the incident is the Assigned state, tap Resolve. If the the incident is the In Progress state, tap Next Stage.

  4. Select the appropriate status reason.
     The status reason can indicate action required before the incident is closed, such as Customer Follow-up Required. For definitions of the status reasons, see Incident-status-reason-definitions.

    Note

    If the incident type is User Service Restoration or Infrastructure Restoration, you must perform the following step. If the incident type is User Service Request or Infrastructure Event, the following step is recommended but not required.

  5. In the Resolution field, provide a description of what you did to resolve the incident request.
  6. Tap Done.
     The status of the incident is set to Resolved.

Note

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

To close an incident request

  1. Tap an incident request record that has a status of Resolved.
     The incident record is displayed and the Actions button appears above the details pane.
  2. Tap Next Stage.
     The status of the incident is set to Closed.

 

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