Closing 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 the resolution information entered in the incident request can help users, service desk analysts, or other specialists resolve future, similar cases, you can create a solution database entry to document the solution. For information about how to do this, see Creating-a-solution-database-entry-from-an-incident.
If you have installed both Remedy Knowledge Management and Remedy 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. Depending on the incident request's status refer to one of the sections listed at the bottom of the page.
Topics provided in this section include:
The following figure provides an overview of the incident request closure process as described by the BMC Service Management Process Model.
