Closing Incidents

Coding and closing the incident lets you determine when incidents are resolved and helps you classify root causes.

When an incident is resolved, the customer gets notified and has the option of changing the status of the incident if the resolution is not satisfactory. After a certain number of days in the resolved status, the incident is automatically set to closed.

By default, the requester has 7 business days to respond to the incident resolution; otherwise, the incident status is set to closed.

When an incident is resolved, the cost of the incident is updated by rolling up the cost of all the associated tasks. The cost is also updated when the incident is closed (in case additional tasks were completed after the incident resolution). Along with the cost, the time specified in the Actual Effort field of each completed task is also rolled up to show the total time spent on the incident, as shown in the Time field.

Closing an Incident

1.

Within the incident record, ensure that all of the fields accurately reflect the issue and resolution. Add the resolution to your knowledge base, if available.

2.

Ensure any pending tasks are set to closed or canceled.

3.

Set the incident status to closed.

4.

Click Save.

The incident is closed, and an email notification is sent to the requester notifying of the closure. A survey link is also sent via email to the requester.

Quick Closing an Incident

Quick close lets you close an incident with a single click, assuming that the data has been updated. If any required fields are blank, the Quick Close Failed window appears and allows you to update all the incomplete fields.

1.

Within the incident record, click Close Incident. The Close Incident window appears.

2.

Select an option from the Select Cause Code menu and click OK.

The incident is closed, and an email notification of the closure is sent to the customer. A survey link is also sent via email to the requester.