ServiceNow - Resolve Incident
To resolve an Incident this must be done from ServiceNow. The Incident will resolve but this will not close the related Issue in ICEFLO, only update the Incident panel with the relevant information.
There are two mandatory fields in ServiceNow which are required before an Incident can be progressed to a state of Resolved. These are situated under the Resolution Information tab and are:
- Resolution code
- Resolution notes
Once these are completed you can select the Resolve button.
On the Incident list within ServiceNow you will see that the State has progressed to Resolved.
As you can see from the image below the Issue state remains Open but the Incident state is now Resolved and there is an Actual Resolution Time and a Closure Note (this information is what was entered into the Resolution notes in ServiceNow).
