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. Go to Matrix42 Enterprise Service Management → Service Desk application.
2. In the navigation area, click Incidents.
3. Please search for the necessary incident and click on it in the grid to open the Incident Preview.
4. In the action panel, click More Actions and run the Close action. An input wizard opens:
   

   

5. Solution: search for the KB article from which the solution for the Incident should be copied, or specify the solution in the corresponding field. 
6. Attachments: optionally, 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.
7. Click Specify Details to proceed:
   

   

8. Classification:
   1. Category: 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.
   2. Reason: select the closing Reason. Choose from the list of standard suggested options: Directly Solved, Resolved, Solved, Workaround, Known Error, RFC Created, Duplicate, Obsolete, Not Reproducible, Rejected, Retracted, Aborted, Other.
   3. Error Type: select the error type from the suggested list of standard options, among them User, Hardware, Software, Driver, Permissions, Unknown.
9. Affected Configuration Items:
   1. Actually affected asset: add the actually affected asset (pre-filled with the reported asset, if the actually affected asset is not explicitly defined at the incident) 
      

      Starting from ESM v. 25.4, the Meantime availability field for Actually affected asset and Actually affected service is no longer available in the wizard. Instead, the availability can be tracked in the Service Availability Center.

       
      
      When you close several incidents that have a different actually affected asset, the Actually affected asset field is empty.
   2. Actually affected service: add the actually affected service (pre-filled with the reported service, if the actually affected service is not explicitly defined at the incident).
      When you close several incidents that have a different actually affected service, the Actually affected service field is empty.
   3. Add causing tickets to this Ticket, if necessary.
10. Further activities:
    • Revert Affected Service health status to Operational (since v. 25.4): in case the service health status was changed due to some issues, select this checkbox to set the service health status back to Operational.  This field applies only to Major Incidents that are visible in the Service Availability Center.
    • Add resolved communication update to the Service Availability Center (since v. 25.4): adds a resolved communication update to Incident(s). This field applies only to  Major Incidents that are visible in the Service Availability Center where communication remains unresolved (no communication with Resolved status).
       
    • 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.
    • Retire related Announcements: if present, allows hiding the related Managing announcements.
    • 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.
11. Click Close.

If the Enable Automatic Time Tracking checkbox is selected under Service Desk → Global System Settings, the Tracking working time wizard will appear. If needed, adjust the time tracking options for the ticket, and then click Save and Close.