Resolve an Incident

You must be assigned to the ticket or have manager permissions. All diagnostic information should be collected before resolution.

Resolving an incident confirms that the reported issue has been addressed and validated. Proper documentation ensures traceability and supports future troubleshooting efforts.

  1. Open the assigned ticket from the technician dashboard.
  2. Review the incident history, notes, and attached materials.
  3. Apply the appropriate corrective action or workaround.
  4. Document the resolution steps in the ticket activity log.
  5. Confirm with the requester that the issue is resolved.
  6. Change the ticket status to Resolved.

The incident is marked as resolved and recorded in the system history. Metrics and reporting data are automatically updated.

Evaluate whether the resolution should be added to the Knowledge Base for future reference.