Incident resolution and recovery

After the incident is considered resolved, the incident state should be set to Resolved by the service desk.

The escalators will be stopped and the service desk may review the information within the incident. After a sufficient period of time has passed, assuming that the user who opened the incident is satisfied, the incident state may be set to closed.

If an incident's cause is understood but cannot be fixed, the service desk can easily generate a problem from the incident, which will be evaluated through the problem management process. If the incident creates the need for a change in IT services, the service desk can easily generate a change from the incident, which will be evaluated through the change management process.

In addition to the base system incident management workflow, a Best Practice - Incident Resolution Workflow Plugin is available to bring the incident management workflow into better alignment with ITIL v3.