---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Resolve and close a major incident

# Resolve and close a major incident {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Resolve a major incident to reinstate service after the interruption.

## Before you begin

Role required: major_incident_manager or admin

## Procedure

1. Open a major incident record.
2. Review the major incident record to ensure that the issue associated with the major incident is resolved.
3. Select Resolve.
4. On the Resolve major incident pop-up window, fill in the details.  
   {#resolve-close-mim-sow__table_evl_qtg_z1c__entry__2}

   | Field | Description |
   |-|-|
   | Resolution code | Category of how the major incident was resolved. Possible values are: * Duplicate * Known error * No resolution provided * Resolved by caller * Resolved by change * Resolved by problem * Resolved by request * Solution provided * Workaround provided {#resolve-close-mim-sow__ul_xlp_rtg_z1c} |
   | Resolution note | Brief description on how the major incident was resolved. |
   [Table 1. Resolve major incident]

   {#resolve-close-mim-sow__table_evl_qtg_z1c}
5. Select Resolve.  
   The state of the major incident is set to Resolved.
6. Select Close.

## Result

The state of the major incident is set to Closed.