Close an Incident

Part of Workflow(s):
Applies to User Roles:

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:

  1. Click Incident Management > Incident Queue or view your To Do queue.
  2. Select an incident that is ready to be closed.
  3. Click Fill in the Closure Code field to select an applicable code.
  4. Enter the resolution in the Solution field and verify that the information is correct and complete.
  5. Click Close Incident. The status changes to Closed.
  6. Click Save & Exit.
  7. In the Confirm Outage Information form, update or accept the specified outage start and end times and click OK. You are returned to your To Do queue. The status is updated to Closed.

Example: Search for a record
Close an Incident with an Associated Interaction or Event
Relate a record to an incident record
Reject an Incident Resolution
Reject an Incident Resolution with an Associated Change or Service Request

Incident Closure (SO2.5)