Mark incident as resolved

The “Mark as resolved” action, located in the left side menu, enables to indicate that an incident has been resolved.

· To mark an incident as “Resolved”, you must specify the resolution date as well as the resolution employed (either the resolution code, the resolution’s description, or both).

· Using a resolution code enables for a quicker resolution entry process. In the event of a recurrent resolution, it is advisable to create a corresponding resolution code. Resolution codes can be managed via the reference data management tool.

· To input the amount of time passed on the incident’s resolution, you must add a resolution activity to the resolution activities log. In order to accelerate the addition of a resolution activity when the aim is to enter the time spent on resolution, you may only specify the duration. By doing this, a resolution activity will automatically be created.

· When a displacement is required to do the resolution activity, the specific box should be checked (on the right side of the duration).

· You can close an incident by checking the “Mark incident as closed” checkbox. Closure notes are not mandatory. Any closure note can later be accessed through the Incident history tab.

· You may mark the incident as “Resolved” even if you are not the technician assigned to that incident. In such case, the application will propose to assign you the incident.

Location: Index > Incident management module > List of incident related actions

See also: Incident form | Diagram of incident statuses