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.
Note: When the state of an
incident changes to any state other than Resolved,
Closed, or Cancelled, the Resolved
by, Resolved, Resolution code, and
Resolution note fields are cleared. System administrator can modify the
conditions on the Clear Resolve fields business rule if a different state
model is implemented or deactivate the business rule as per the requirement.
If the cause of an incident is understood but cannot be fixed, the service desk can
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
a change from the incident, which will be evaluated through the
In addition to the base system incident management workflow, a
Practice - Incident Resolution Workflow is available to bring the incident management workflow
into better alignment with ITIL v3.