In System Center Service Manager 2012, you can use the following procedure to resolve and close an incident.

After you research a problem and resolve its source, you can resolve and close the incident. An incident is considered resolved when the required change has been made. When the affected user has confirmed that the problem that caused the incident has been eliminated, the incident can be closed.

To resolve and close an incident

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then click E-Mail Incidents.

  3. In the E-Mail Incidents view, select the incident you want to resolve and close.

  4. In the Tasks pane, click Resolve.

  5. In the Resolve dialog box, select the appropriate category for resolving this incident in the Resolution Category list. For example, select Fixed by higher tier support.

  6. In the Comments field, type a comment that explains the resolution. For example, type Resolved by installing Service Pack 1 on the Exchange server, and then click OK.

  7. In the Tasks pane, click Close.

  8. In the Close dialog box, type a comment about the closure of the incident, and then click OK.

To validate that an incident was resolved and closed

  • In the All Incidents pane, the status for the incident or incidents changes from Active to Resolved when you resolve an incident and from Resolved to Closed when you close the incident.

    It might take a few seconds for the new status to appear. To immediately view the change, click Refresh.