Resolving an IncidentResolving an IncidentAn incident record documents a deviation from an expected standard of operation. When resolving an incident, the agent's goal is to restore service to a customer as soon as possible.
To resolve an incident, an agent generally takes one or more of the following actions:
Assigning or taking ownership
Recording the start of labor time
Applying an incident template
Searching for a solution
Updating the status of the incident. Depending on how your administrator has configured the system, this might update the status of the originating record.
Recording the stop of labor time
Creating a communication to the requestor