Close Incident

Use case scenario: An incident in status 'Solved' may be closed if information to end user is not necessary. An incident in status 'User Informed' can be closed if the end user accepted its solution. The Incident status information is the essential part of the incident closure and evaluation.

If this is a Major Incident, a user must provide all the information in the shape of an additional description after the Incident has been solved. When the review has been completed, start the 'Review done' action by clicking the corresponding button. A new Ticket Description will be opened in a new editor where the review (a feedback) must be provided.

Note: The 'User Informed', 'Close Incident', 'User Not Accepted' and 'Giveback Incident' buttons represent so-called status actions. Using the status action results in an email containing the present status of an Incident sent to a user who earlier reported the Incident. The status information by email is provided to users at various points during the Incident lifecycle using the appropriate status actions.

Please see also the Email Templates topic to learn more about the linking of status actions to generating emails.

Also note that also the Description in the Incident Editor tracks the status history of the Incident with detailed information.

The following actions are involved in the process:

To Close an Incident:

1. Select the Incident ticket from the catalog or open it by double-clicking on it.
2. Click Close Incident.

   When closing an Incident (using the 'Close Incident' button), a special Ticket Closing Code can be chosen from the combo box in the Details section of the Incident Editor. The completion code information marks a particular cause of the Incident and must be set manually.

   If closing the Incident is done on the basis of user response and information about user satisfaction exists, then the service desk agent should register user satisfaction in the field Customer Satisfaction found on the Details tab of the ticket editor. As standard, rating in a number scale from 1 to 5 is provided which sufficiently covers the evaluation of the closed Incident.

   Note: The Incident is closed automatically by escalation if it stays in the User Informed status for 3 days.