Close an Incident with an Associated Interaction or Event

Incidents that are resolved satisfactorily that have associated events or interactions are closed by specifying a closure code and updating the status to closed. Incidents that have associated changes require additional processing.

To close an incident with an associated interaction or event:

1. Click Incident Management > Incident Queue or view your To Do queue.
2. Select an incident that is ready to be closed.
3. Review the incident resolution description in the Solution field to verify that it is correct. Make sure that all information in the detail record is complete.
4. Update the Status field to closed.
5. Use Fill to select an applicable code for the Closure Code field.
6. If this incident has an associated interaction, update the Assignment Group and Assignee fields with the Service Desk group and Service Desk Agent responsible for the Close Interaction process.
7. If this incident has an associated event, update the Assignment Group and Assignee fields with the Group and Operator responsible for Event Management.
8. Click Close Incident.
9. Click Save & Exit.
10. In the Confirm Outage Information form, update or accept the specified outage start and end times. Click OK. You are returned to your To Do queue.

Example: Search for a record
Close an Incident
Reject an Incident Resolution
Reject an Incident Resolution with an Associated Change or Service Request

Incident Closure (SO2.5)