Resolve an SRM incident

task australia Updated Sep 10, 2026 1 min read sr-resolve-incident.md

Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it.

Before you begin

Role required: srm_manager, srm_responder, or srm_admin

Procedure

Navigate to Workspaces > Service Operations Workspace.

You're taken to your SRM Home page.

Note: If you use other Service Operations Workspace (SOW) applications, you may see the SOW Home page instead of the SRM Home page. The SOW Home page includes SRM alerts and incidents in its metrics.
From the primary navigation, select Reliability tasks ([Omitted image "icon-sr-reliability-tasks.png"] Alt text: Reliability tasks icon).
Select the Incidents tab.
You have two options.

Option	Steps
In the incident list view	Double-click the State field (or use the keyboard shortcut) for the incident and select from the list menu. Select OK. Tip: If you have the srm_admin role, you can update multiple incidents at once. First, select the relevant incidents and select Edit. Then use the State drop-down to choose the appropriate value and select Update.
In the incident form	Select a new State field value from the list menu. Select Save.

For value choices, see [SRM incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/service-reliability-management/sr-incidents-workspace.md).

The new state is displayed in the incident list view, incident form, and form header.

Result

Resolved incidents remain in the Incidents list view. Check your filters if you don't see them.

Note:

When you resolve an incident, the related alerts remain open until you close the incident.

Parent Topic:Working with incidents in SRM

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---
title: Resolve an SRM incident
description: Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-operations-management/service-reliability-management/sr-resolve-incident.html
release: australia
product: Service Reliability Management
classification: service-reliability-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Working with incidents in SRM, Working with SRM reliability tasks, Using Service Reliability Management, Service Reliability Management, ITOM AIOps, IT Operations Management]
---

# Resolve an SRM incident

Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it.

## Before you begin

Role required: srm\_manager, srm\_responder, or srm\_admin

## Procedure

1.  Navigate to **Workspaces** &gt; **Service Operations Workspace**.

    You're taken to your SRM Home page.

    **Note:** If you use other Service Operations Workspace \(SOW\) applications, you may see the SOW Home page instead of the SRM Home page. The SOW Home page includes SRM alerts and incidents in its metrics.

2.  From the primary navigation, select **Reliability tasks** \(\[Omitted image "icon-sr-reliability-tasks.png"\] Alt text: Reliability tasks icon\).

3.  Select the **Incidents** tab.

4.  You have two options.

<table id="choicetable_llb_1fq_vyb"><thead><tr><th align="left" id="d465700e104">

Option

</th><th align="left" id="d465700e107">

Steps

</th></tr></thead><tbody><tr><td id="d465700e113">

**In the incident list view**

</td><td>

1.  Double-click the **State** field \(or use the keyboard shortcut\) for the incident and select from the list menu.
2.  Select **OK**.
 **Tip:** If you have the srm\_admin role, you can update multiple incidents at once. First, select the relevant incidents and select **Edit**. Then use the **State** drop-down to choose the appropriate value and select **Update**.

</td></tr><tr><td id="d465700e149">

**In the incident form**

</td><td>

1.  Select a new **State** field value from the list menu.
2.  Select **Save**.


</td></tr></tbody>
</table>    For value choices, see [SRM incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/service-reliability-management/sr-incidents-workspace.md).

    The new state is displayed in the incident list view, incident form, and form header.


## Result

Resolved incidents remain in the Incidents list view. Check your filters if you don't see them.

**Note:**

When you resolve an incident, the related alerts remain open until you close the incident.

**Parent Topic:**[Working with incidents in SRM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/service-reliability-management/sr-work-incidents.md)