Resolving Incidents
Resolving the incident is really resolving the incident record in Service Manager. The results of the incident analysis should be a resolved issue, which then allows the analyst to resolve the incident. Incidents can be resolved in the following ways:
• Manually by the analyst
• Automatically by the system
• By end users
The most common method of resolving incidents is done manually by an analyst. To resolve an incident manually, complete the following steps:
1. Launch the Service Manager console.
2. Select the Work Items space.
3. Expand the Incident Management folder.
4. Select the My Incidents folder.
5. Select an active incident.
6. Click the Resolve link in the Tasks pane to resolve the selected incident.
7. At the Resolve ...
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