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Resolving Incidents
About Resolving Incidents
You can resolve an incident when you are finished working on it and its associated tasks are complete. After you resolve the incident, the system notifies the requester of the resolution and either closes the incident or waits for a defined period of time before automatically closing it.
When an incident is resolved, the system updates the cost of the incident by rolling up the cost of all the associated tasks. Along with the cost, the system also rolls up the time specified in the Actual Effort field of each completed task to show the total time spent on the incident, as shown in the Time field.
Resolving an Incident
1.Log into the Service Desk Console.
2.Open the Incident workspace.
3.Open the incident to resolve.
4.Do the following:
| a. | Link any related matching incidents, problems, or Knowledge Base articles. See Using Related Items and Object Matching. |
| b. | After reviewing the details of the matching record and determining that it is a match, click Link. The system links the matching record to the current incident and populates the information in the workspace of the applicable business object. |
| c. | If the matching record resolves the incident, click Link and Resolve. The system changes the Status field for the incident to resolved and the system populates the information on the business object tab. |
5.If you have not resolved the incident by matching it with another incident, problem, or Knowledge Base article, select Resolved from the Status drop-down list.
6.Enter the following information:
| Field | Description |
|---|---|
| Resolution | Describe the actions taken to resolve this incident. |
| Cause Code |
The cause of the incident. Choose from the drop-down list. Configuration Documentation Request Hardware Install Request Installation Linked Problem Other Reference Request Session Reset Software Training |
| Actual Service |
The system automatically fills in the value for this field, although you can change it if you need to. |
| Actual Category |
The system automatically fills in the value for this field, although you can change it if you need to. |
7.Click Save. The system resolves the incident and emails the requester.
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