Update (and close) existing Incident

Use case scenario: The Call acceptance editor is filled with logged user information (normally end user or customer) and description. An incident ticket already exists, it has been created and already closed. Now it needs to be reopened for updating.

The following actions are involved in the process:

Accept	Allows you to take an overall responsibility for the Incident.
Create	Starts creating a new description on the Descriptions tab.
General Visibility	You make the description visible to the end user by selecting this check box.
Incident Solved + Close Incident	Use if the information obtained from the end user leads to closing the incident.

To update (and close) the existing Incident:

Continue with the opened Call acceptance editor.
Locate the related Incident ticket in the Tickets reference catalog.
Open the ticket by double-clicking on it and Accept it.
If you want to add new information (e.g. additional information requested from the end user) to the ticket, you need to create a new ticket description.
Click Create on the Descriptions tab.
Select a Statement Type (standard is 'Comment'), fill in the Ticket Shorttext and Description.
Optionally, you can use the Checklist entry field to add some structured information to the description.

See also the 'Add a new Ticket Description' topic for more information.
Check the General Visibility check box to make the description visible to the end user.
Click the OK button.
If the information obtained from the end user leads to closing the incident, then click Incident Solved and Close Incident.