Incidents › How the Assign Incidents Process Works › Resolving and Closing Incidents

Resolving and Closing Incidents

Resolving Incidents

Once the IT worker has resolved the incident, open the incident and change the status to "Resolved". Then, enter a date in the Resolved Date field. Use the Incident Properties page to edit. Setting the status of an incident to "Resolved", when the Assign Incidents process is active and running, triggers a notification. The notification asks the requestor to verify and confirm the resolution.

Note: To select and save a date in the Resolved Date field, you must have the Incident - Create/Edit access right.

Closing Incidents

Once the requestor has accepted the resolution of the incident, the IT worker requires to change the status of the incident to "Closed". The status is specified on the Incident Properties page. If the Assign Incidents process is active and running, setting the status of an incident to "Closed", triggers a notification. The notification informs the requestor that the incident is closed. This process does not change the status of an incident to "Closed".

More information:

Change the Incident Status