Resolve and close a major incident
Resolve a major incident to reinstate service after the interruption.
Before you begin
Role required: major_incident_manager or admin
Procedure
Open a major incident record.
Review the major incident record to ensure that the issue associated with the major incident is resolved.
Select Resolve.
On the Resolve major incident pop-up window, fill in the details.
| Field | Description |
|---|---|
| Resolution code | Category of how the major incident was resolved. Possible values are:- Duplicate - Known error - No resolution provided - Resolved by caller - Resolved by change - Resolved by problem - Resolved by request - Solution provided - Workaround provided |
| Resolution note | Brief description on how the major incident was resolved. |
Select Resolve.
The state of the major incident is set to Resolved.
Select Close.
Result
The state of the major incident is set to Closed.
Parent Topic:Managing a major incident record