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.
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 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 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 is available to bring the incident management workflow into better alignment with ITIL v3.