Pending Close
After you have resolved an incident, you generally wait for the original requester to validate the resolution before closing the ticket. This situation allows the original requester to confirm if the resolution provided actually resolved the problems they were experiencing. If the incident is not resolved, ChangeGear moves the incident back to the Processing state.
Tip: Business Policy Automation rules can be configured to automatically close incidents after a certain amount of time with no response from the original requester.
The History tab on the form displays a history of changes made to the incident. These records provide a useful audit trail.
To close an incident:
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Open the Incident.
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In the toolbar, click Close.
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Choose the appropriate Close Type.
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In the Comment box, type an explanation for closing the Incident, click Close.
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Click OK.