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Incident resolution and closure

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Incident resolution and closure

When the service is restored by rectifying the issue that resulted for an incident, you can set the incident state as resolved.

When an incident is resolved, the escalators stop, and the caller can review the resolution. If the caller is satisfied with the resolution, the caller can close the incident or the incident is auto-closed after a certain time based on the incident auto-close properties.

If the cause of an incident is understood but cannot be fixed, the service desk can create a problem from the incident to find the root cause of the issue. The problem is then 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.

Incident closure

You can configure to auto-close an incident, from which a problem record is generated, when the problem is closed using business rules. You can find the list of closed incidents in the system from Incident > All.

Your organization can also generate customer satisfaction surveys when incidents are closed. Surveys allow the service desk to gather information about the quality of their service directly from the user.