Closed Phase

After an Incident is closed (either manually or through an Automation Process), the Incident Status changes to Closed (any required fields that were not properly filled out are populated with default entries), the Incident enters the Closed phase, and CSM creates/sends an e-mail survey to the Customer to notify him that his Incident was closed and to solicit feedback on the level of service received.

If you discover that the Incident was not resolved, you can:

1. Mark the Incident/Request as Recurring, and clone the closed record.
2. Mark the Incident/Request as Never Fixed, and clone the closed record.

   

In the Closed phase, Incidents can be searched for and viewed, but not edited.