When you mark an incident as Resolved, the Closure Information tab will have required fields to complete: Assigned To, Close code, and Close notes. Update (if finished editing) or Save (if more editing is needed) when done.
- Close Code: The summary of how the incident was resolved.
- Solved: Solved by solving the core problem or Customer can continue task without solving the core problem, but providing a workaround.
- Solved Remotely: Solved by solving the core problem or Customer can continue task without solving the core problem, but providing a workaround. Used remote tool like Bomgar. (CSS-‐‐IT uses this)
- Not Solved: Issue could not be reproduced to fix or fix for issue is cost prohibitive.
- Resolved by Customer: Fixed by caller without technical help.
- Canceled by Customer: Customer canceled request or request was no longer needed.
- Duplicate: Ticket is a duplicate.
- Service Request Opened: Ticket closed and a Service Request opened in its place. (Please add Service Request Number in Close Notes).
- Close Notes: Brief, one-‐sentence summary of how you resolved the issue. This helps anyone who may need to review the ticket in the future, how issues were resolved without going through the work notes when we want a big picture on multiple incidents.