Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Use > Incident Management > Incident Management workflows and user tasks > Close an incident

Close an Incident

Part of Workflow(s):

Incident Management: Review

Applies to User Roles:

Incident Analyst

Incidents that have been resolved satisfactorily and have no associated events, interactions, or changes are closed by specifying a closure code and updating the status to closed. Incidents that have associated events, interactions, or changes require additional processing.

To close an incident:

Click Incident Management > Incident Queue or view your To Do queue.
Select an incident that is ready to be closed.
Click Close. The Close Incident form is displayed.
Set the following fields:

Subcategory and Area: You can change the Subcategory and Area fields, and the change will be saved to the incident when you click Finish.

Closure Code: Select the code that best describes the closure.

Problem Candidate: Select this check box if you want to mark this incident as a problem candidate.

Completion Comments: Enter your comment for the closure.
Click Finish. The status changes to Closed.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

Send Help Center feedback