Resolve and close an incident

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • 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.

    Antes de Iniciar

    Role required: sn_ot_incident_write

    Procedimento

    1. Navigate to All > Incident > Open.
    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.
      Tabela 1. Resolution Information fields
      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.

      Resolved by problem
      Incident was resolved with a problem that identified the cause of the incident.

      For more information about problems, see Managing Problems.

      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.

      Solution provided
      Solution for the incident was provided that doesn't fit the other resolution codes.
      Resolution notes Describes how the incident was resolved.
    4. In the State field, select Resolved.
    5. Click Update.