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The Process of an Incident continue?
4. RESOLUTION: Once the incident is considered Resolved, the incident state should be set by the service desk as resolved. After a sufficient period of time has passed, assuming that the user that opened the incident is satisfied, the incident state may be set to close. <br><br> 5. CLOSURE: Closed incidents will be filtered out of view, but will remain in the system for reference purposes. Closed incidents can be reopened if the user or service desk believe that it needs to be reopened. <br><br> It is also possible to generate customer satisfaction surveys upon the closure of incidents. This allows the service desk to gather information about their quality of service directly from the user.
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