Resolve an incident

1. Open an incident.

2. In the Process Flow Status area, in the Resolution and Recovery box, choose "Next Stage > Incident Closure".

(click on the image to see a larger one)

The Modify Incident form then appears:

The Resolution field shows the resolution that was proposed when the incident was moved to the resolution and recovery stage.

3. If appropriate, change the resolution.
By default the information in the resolution field is used internally and is not sent to the customer. To send the resolution to the customer, you will need to fill out the "Work Info" - "Summary" and "Notes" fields and save the ticket. The Summary field has a 100 character limit and the Notes field is unlimited.

4. Select the appropriate "Status Reason" from the dropdown dialog box on the main page.

5. In the "Add Work Info" area, specify the work performed to resolve the incident.

6. Click "Save".
The status of the incident is set to Resolved.