Review incident outcomes

Close an incident after the investigation is complete and follow-up actions are done by selecting Resolve Incident on the incident detail page, choosing a resolution type, and optionally adding notes. Resolving sets the incident status to Closed and locks the record as complete.

Before you resolve

Confirm that the investigation and any follow-up work are finished so the resolution record is accurate.

1. Open the incident detail page.

2. Review the investigation timeline. Check that all evidence steps have been recorded and that the sequence matches what happened.

3. Review the corrective actions section. Verify that each action has been carried out and that any linked tasks, issues, or requests are closed or complete.

4. If an action created a task, open the task and confirm it is done before resolving the incident.

See Investigate an incident for how to record investigation steps and Manage incident actions for how to record corrective actions.

Resolve the incident

1. On the incident detail page, select Resolve Incident.

2. Choose a Resolution Type:

   • Resolved — All necessary actions have been completed.

   • No Action Required — The incident was reviewed and determined to not need any further action.

   • Escalated — The incident has been escalated to a higher priority or moved on for further action.

   • Cancelled — The incident was reported in error, the situation has changed, or it is no longer applicable.

3. (Optional) Enter Resolution Notes to explain why this resolution was chosen.

4. Select Resolve Incident to close the record.

While the form is saving, the button changes to Resolving.... After it succeeds, the form closes and the incident detail page refreshes to show the closed status.

What appears after resolution

A Resolution section appears on the incident detail page with the chosen resolution type, who resolved it, and any resolution notes. The incident status is Closed and the full record remains visible for audit.

Who can resolve an incident

Only users with the Incident module manage or admin role can resolve an incident. Members with the member role cannot see the Resolve Incident option.

Troubleshooting