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Incident closure

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Incident closure

Closed incidents are filtered out of view but remain in the system for reference purposes.

Closed incidents can be reopened if the user or service desk believes that it needs to be reopened.

Incidents that are on the Related Incidents list of a problem can be configured to close automatically when the problem is closed through business rules.

If the knowledge check box is selected, a business rule is triggered by closing the incident, and a knowledge article is generated with the information from the incident. This is useful for knowledge management, and knowledge-centered support, reducing the number of repeat incidents by distributing the information related to the incident.

It is also possible to generate customer satisfaction surveys upon closure of incidents. This allows the service desk to gather information about their quality of service directly from the user.