Resolve and close an incident

IT Service Management > Incident Management > Managing incidents >

When the service is restored by rectifying the issue that resulted for an incident, you can set the incident state as resolved. If the user is satisfied with the resolution, the user can close the incident or the incident is auto-closed after a certain time based on the incident auto-close properties.

Role required: For resolution: itil, list_updater, sn_incident_write, or admin For closure: itil_admin or admin

Navigate to All > Incident > Open . Open the incident that you want to resolve and close. In the Resolution Information section, fill in the fields. Table 1. Resolution Information fields Field Description Resolved by The user who resolved the issue and the date and time the incident was closed. Resolved The date and time when the incident was resolved. Resolution code Information to categorize resolved cases. Resolution notes Document how an incident is resolved.

Click Resolve . Note: When the Now Assist for ITSM application is installed and the Resolution notes generation skill is activated, the Resolve dialog box is displayed with resolution code and resolution notes. For information about Now Assist for ITSM , see Configure Now Assist for IT Service Management (ITSM) .

The incident is in the resolved state. Click Close Incident . The incident is closed. Note: Even when an incident is closed or canceled, you can edit the following fields on the Incident form, if you have an admin role: Subcategory , Service , Service Offerings , Description , Contact type , Watch list , Work notes list, Parent Incident , Problem , Change Request , Caused by Change , Resolved by , Resolved , Reassignment count .

Parent Topic: Incident resolution and closure