How to close an incident record

You can close incident records that have no associated records, by updating the status to closed. Incident records that have associated problems or changes can require additional processing.

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)`

From the main menu, select Run > Incident > Incidents. Service Management displays a list of all incidents.

Select the incident record that you want to close.

Click the record identifier in the ID column to display the selected record.

Complete the incident closure fields in the Resolution section.

Field	Description
Completion code	The completion code describes the reason that you can close the incident. Example: In the case of immediate resolution, the completion code might be Resolved with workaround.
Solution	Type the details of the resolution. If you plan to make this a knowledge or problem candidate, be as specific as possible. If you linked a knowledge article, you can see the link to the article in this text box.
Knowledge candidate	Check this box if the solution details can be applied to future incidents.
Problem candidate	Check this box if the incident has a root cause that can be resolved through Problem Management processes.

Click Save icon Save on the toolbar.

The status of the incident changes to Closed.