Resolve and close an Enterprise Asset Management incident

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Take action on the assets that are affected by an Enterprise Asset Management incident so that you can resolve and close the incident.

    Vorbereitungen

    Role required: itil

    Prozedur

    1. Navigate to All > Incident > All.
    2. From the list of available incidents, select the Enterprise Asset Management incident that you want to resolve and close.
    3. Specify what actions you want to take on the assets that are affected by the incident.
      1. On the Incident form, select the Affected Assets related list.
      2. From the list of affected assets, double-click the Asset action field for the asset that you want to take action on.
      3. When prompted, select the action that you want to take on the asset.
      4. Select the Save icon (Save icon.).
      5. If you choose to swap the asset, specify the asset that you are swapping the existing asset with.
        1. Double-click the corresponding Swapped Asset field.
        2. When prompted, select the Lookup using list icon (Lookup using list icon.) to search for and select the asset that you want to swap the existing asset with.
        3. Select the Save icon (Save icon.).
      6. If you are taking action on a consumable asset, specify the number of available assets that you want to take action on.
        You can take action on all available assets or only a portion of the available assets.
        1. Double-click the corresponding Consumable Quantity field.
        2. When prompted, enter the number of available assets that you want to take action on.
        3. Select the Save icon (Save icon.).
        Wichtig:
        The Consumable Quantity field does not display the updated value automatically. To view the updated value, Refresh the Affected Assets related list.
    4. Based on the actions that you specified in the previous step, update/repair, swap, retire, or take no action on the affected assets.
    5. After you have completed taking all necessary actions on the affected assets, provide details about how the incident has been resolved.
      1. Return to your Incident form.
      2. On the Resolution Information tab, fill in the fields.
        Tabelle : 1. Resolution Information tab
        Field Description
        Knowledge Option to automatically create a knowledge article upon incident closure.
        Resolution code Resolution category that specifies how the incident was resolved.
        Resolution notes Description of how the incident was resolved.
        Resolved by User who resolved the incident.
        Resolved Date and time at which the incident was resolved.
    6. On the form header, select Resolve.
      The incident is moved to the Resolved state, and you are automatically redirected to the Incidents list. If the asset has any child assets and was in a retired status as indicated in the Asset action box, the child assets will be released depending on the kind of asset.
      Tabelle : 2. Release of child assets based on type of asset in retired state
      Type of asset Action
      Simple No action
      Simple with add-on All child assets are released to the pending disposal state.
      User-assembled All child assets are released to the pending disposal state.
      User-assembled with add-on All child assets are released to the pending disposal state.
      Pre-assembled No action
      Pre-assembled with add-on All add-on assets are released to the pending disposal state.
      The incident is moved to the Resolved state, and you are automatically redirected to the Incidents list.
    7. From the list of available incidents, select the incident that you just resolved.
    8. On the form header, select Close Incident.
      The incident is closed.