Resolving Incidents
You can resolve an incidentA event indicating an interruption or reduction in service. after working on it and after its associated tasks are completed or the Service Desk can escalate the incident for further research, management action, or problem initiation.
Upon resolution of the incident, the customer is notified of the resolution and can either close the incident or the incident automatically closes after a defined period of time (the default is 7 business days).
| 1. | Within the Service Desk Console, open the incident to resolve. |
| 2. | Link any related matching incidents, problems, or knowledge records. See Using Related Items. |
| 3. | After reviewing the details of the matching record and determining that it is a match, click Link. The matching record is linked to the current incident and the object tab is populated. |
If the matching record resolves the incident, click Link and Resolve. The Status field of the incident is set to resolved and the object tab is populated.
| 4. | If you have not resolved the incident by matching it with another incident, problem, or knowledge base entry, click the Resolution Details tab and enter information into the fields. |
--fields--
| Field | Description |
|---|---|
| Resolution | Describe in detail how the incident was resolved. |
| Cause Code |
The cause of the incident. Choose from the drop-down list.
|
| Actual Service | Choose from the drop-down list. Usually auto-filled by the system. |
| Actual Category | Choose from the drop-down list. Usually auto-filled by the system. |
| First Call Resolution | Specifies if the incident was resolved on the first call. |
| Caused by Change | Specifies if the incident was caused by a change. |
| Cost | This value is automatically calculated by the system based on task costs. |
The values in these fields default to the values in the service and category fields of the incident form. However, after investigating, you might decide that the actual service and actual category are different from what was entered initially.
| 5. |
Click Save  from the toolbar.
|
- The incident is resolved, and an email notification is sent to the customer.
- When you resolve an incident, you have the option of creating knowledge articles directly from the Resolution Details tab.
- When an incident is resolved, the cost of the incident is updated by rolling up the cost of all the associated tasks and is reflected in the Cost field of the Details tab.
- 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.
Quick Resolving Incidents
Quick resolve lets you resolve an incident with a single click. If any required fields are blank, the Resolve Incident window appears and allows you to update all the incomplete fields.
Within the incident record, from the action menu, choose Form Actions > Resolve Incident.
The incident is resolved, and an email notification is sent to the customer.