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Matrix42 Self-Service Help Center

Closing an Incident

When an incident is remedied, you can close the corresponding ticket. This completes the editing of the ticket, and the status is set to Closed.

  1. Start Matrix42 Workspace Management and click the Service Desk workspace.
  2. In the navigation area, click Incidents.
  3. If the required configuration item is not in the selection list, enter a search term in to the Search Text field and press <Enter>.
  4. In the selection list, click an incident to open Preview.
  5. In the action pane, click Close. An input wizard opens.
  6. Enter how the incident was remedied or select a KB article from which the solution should be copied.
  7. If desired, add one or several attachments to the ticket to provide further information.
    When you close several incidents, the attachments will be the same for all selected incidents.
  8. Click SPECIFY DETAILS >>.
  9. Set the final Category.
    When you close several incidents that have the same category, this category is pre-selected. When you close several incidents that have different categories, the Category field will be empty.
  10. Select the Closing Reason and Error Type.
  11. Add the Actually affected asset (pre-filled with the reported asset, if the actually affected asset is not explicitly defined at the incident) and select the Meantime availability of affected assets.
    When you close several incidents that have a different actually affected asset, the Actually affected asset field is empty.
  12. Add the Actually affected service (pre-filled with the reported service, if the actually affected service is not explicitly defined at the incident) and select the Meantime availability of affected services.
    When you close several incidents that have a different actually affected service, the Actually affected service field is empty.
  13. Select further options:
    • Inform users about the closing of the incident.: The user who reported the incident will be notified by email that the incident has been closed.
    • Inform related users about closing of the incident.: All users that are related to the incident will be notified by email that the incident has been closed.
    • Inform further users about the closing of the incident.: Additional users will be notified by email that the incident has been closed.
    • Inform responsible users of related tickets about the closing of the problem: All responsible users of the related tickets will be notified by email that the problem has been closed.    Create KB Article: Creates a knowledge base article that describes the solution of the incident.
  14. Click CLOSE.

If the Enable Automatic Time Tracking checkbox is selected under Service Desk > Global System Settings, the Track Working Time wizard will appear. If needed, adjust the time tracking options for the ticket, and then click Finish.

When you close several incidents, the spent time will be proportionally shared among the tickets.

 

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