Incident resolution and closure

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.

Incident closure

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 Incident > All.

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
Field Description
Knowledge 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 incident.
Resolution code Provides information on how the incident was resolved. The field becomes mandatory when the incident state changes to Resolved.
Resolution notes Notes added by the user who closed the incident. The field becomes mandatory when the incident state changes to Resolved.
Resolved by Automatically populated with the user who resolved the incident.
Resolved Automatically populated with the date and time that the incident was resolved.
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.