After the incident is considered resolved, the service desk sets the incident state to
Resolved. When the incident is resolved, the escalators are stopped,
and the caller can review the resolution. If the caller is satisfied with the resolution, caller
can close the incident or the incident state is changed to Closed after
sufficient time has passed.
If the cause of an incident is understood but cannot be fixed, the service desk can promote the incident to a problem. The
problem is 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 is evaluated
through the change management process.
In addition to the base system incident management workflow, a Best Practice - Incident Resolution Workflow is activated in your
instance. This workflow brings the process into better alignment with ITIL v3.
Incidents that were promoted to a problem can be configured to close automatically when the
problem is closed. This action is accomplished through business rules. Closed incidents
remain in the system for reference purposes. They can be viewed by navigating to
It is also possible to generate customer satisfaction surveys when incidents are closed.
Surveys allow the service desk to gather information about their quality of service directly
from the user.
The Resolution Information section of the incident form contains details of who, when, and
why the incident was closed.
Table 1. Resolution Information fields
||If the check box is selected, a knowledge article is created in
Draft state when the incident is closed. This action is
accomplished with a business rule. Creating a knowledge article can reduce the
number of repeat incidents by distributing the information related to the
||Provides information on how the incident was resolved. The field becomes
mandatory when the incident state changes to
||Notes added by the user who closed the incident. The field becomes mandatory
when the incident state changes to Resolved.
||Automatically populated with the user who resolved the incident.
||Automatically populated with the date and time that the incident was
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