Reject an Incident Resolution

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

If the solution assigned to an incident is found to not resolve the incident completely, the incident must be returned to the incident investigation and diagnosis process for additional analysis. For example, a solution may appear to solve the problem, but when the customer uses the solution, the problem persists. Incidents that have associated service requests or changes require additional processing.

To reassign an incident for additional investigation and diagnosis:

  1. Click Incident Management > Incident Queue or view your To Do queue.
  2. Select an incident for review.
  3. Review the incident resolution description in the Solution field to verify that it is correct and complete. Verify that all information in the detail record is complete.
  4. When the solution does not resolve the incident and the incident does not include an associated service request or change:
    1. Update the Status field to Work In Progress.
    2. Update the Assignment Group and Assignee fields with the applicable group and Incident Analyst.
    3. In the Activities section, do the following:
      1. From the New Update type field list, select an update type.
      2. In the New Update field, type an explanation that describes the problem with the proposed solution.
    4. Click Save & Exit to return to your To Do queue.
  5. If the incident includes an associated service request or change, the incident requires additional processing.

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

User interaction handling (SO0.2)