2.14 Closing the Item [incident management]

After receiving a notice from a service desk operator stating that the inquirer approved the results of the measures for the Item "an abnormal termination of an application in the business system", close the Item. Closed Items are stored in the Item management database. The stored Items can be used as reference when handling similar Items.

Prerequisites

The user who performs this operation is the incident management administrator.

Procedure

1. From the list of process work boards in the main window (for the list of Items), select [Incident management] for [Business system].

   

2. From the list of Items in the main window (for the list of Items), select the Item "an abnormal termination of an application in the business system".

3. From the menu, select Action - Work status display.

   The Work status display window appears. Confirm that the incident inquirer approved the results of the measures.

4. From the menu, select Action - Edit item.

   The Edit item window appears.

5. Edit the information about the Item.

   

   In this example, set "Closed" for Status.

6. From the menu, select Register.

   The Item that was selected in the main window (for the list of Items) is closed.

To Page Top