Resolve an SRM incident

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it.

    Before you begin

    Role required: Responder, Manager, or Administrator

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
      You're taken to your SRM Home page.
      Note:
      If you use other Service Operations Workspace (SOW) applications, you may see the SOW Home page instead of the SRM Home page. The SOW Home page includes SRM alerts and incidents in its metrics.
    2. From the primary navigation, select Reliability tasks (Reliability tasks icon).
    3. Select the Incidents tab.
    4. You have two options.
      OptionSteps
      In the incident list view
      1. Double-click the State field (or use the keyboard shortcut) for the incident and select from the list menu.
      2. Select OK.
      In the incident form
      1. Select a new State field value from the list menu.
      2. Select Save.
      For value choices, see SRM incidents.
      The new state is displayed in the incident list view and incident form and form header.

    Result

    Resolved incidents remain in the Incidents list view. Check your filters if you don't see them.
    Note:

    When you resolve an incident, the related alerts remain open until you close the incident.