---
sourceDocument: Xanadu Operational Technology Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/operational-technology

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Operational Technology Management

ft:clusterId :

    - optm

bundleId :

    - optm

workflow :

    - Technology


---

# Resolve and close an incident

# Resolve and close an incident {#ariaid-title1}

* Release version: Xanadu
* 
* Updated May 2, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

When an issue is corrected, you can set the Operational Technology (OT) incident state to Resolved. If you're happy with the resolution, you can close the incident. The incident also auto-closes after a certain amount of time based on
the incident auto-close properties.

## Before you begin

Role required: sn_ot_incident_write

## Procedure

1. Navigate to AllIncidentOpen.
2. Open the in-progress OT incident that you want to resolve and close.
3. In the Resolution Information related list, fill in the following fields.  
   {#resolve-and-close-ot-incident__table_thj_lty_fwb__entry__2}

   | Field | Description |
   |-|-|
   | Resolution code | Information to categorize resolved cases. Duplicate :   Incident is a duplicate of an existing incident and should be closed. Known error :   Incident was resolved by a solution from a known error. Resolved by caller :   Incident was resolved by the user who contacted the OT engineer for the issue. Resolved by change :   Incident was resolved with an OT change request.For more information about OT change requests, see [Create a change request](https://servicenow-prod.fluidtopics.net/4Hns9JriJNYYPmdodHTlyg "Create an Operational Technology (OT) change request to report a change in your site."). Resolved by problem :   Incident was resolved with a problem that identified the cause of the incident.For more information about problems, see [Managing Problems](https://www.servicenow.com/docs/access?context=problem-mgmt-lifecycle&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US). Resolved by request :   Incident was resolved by an OT request.For more information about OT requests, see [Create an Operational Technology request on the Industrial Workspace](https://servicenow-prod.fluidtopics.net/yACDXFqEBxScFhgIxC4Afw "Create an Operational Technology (OT) request in the Industrial Workspace to address a product or service needed for an OT device or incident."). Solution provided :   Solution for the incident was provided that doesn't fit the other resolution codes. |
   | Resolution notes | Describes how the incident was resolved. |
   [Table 1. Resolution Information fields]

   {#resolve-and-close-ot-incident__table_thj_lty_fwb}
4. In the State field, select Resolved.
5. Click Update.
{#resolve-and-close-ot-incident__steps_wb1_wsy_fwb}

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