Incident resolution and closure

concept australia Updated Sep 10, 2026 1 min read c_IncidentResolutionAndRecovery.md

An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.

Incident resolution

When an incident is resolved, the escalations stop. The caller can review the resolution. If the caller is satisfied with the resolution, the caller can close the incident. Else, the incident is auto-closed after the time period set in the incident auto-close properties.

If the cause of an incident is understood but cannot be fixed, the service desk can create a problem record. The problem record helps identify the root cause and is evaluated through the problem management process. If the incident creates the need for a change in IT services, the service desk can generate a change request from the incident. The change request is then evaluated through the change management process. For more information, see Create a request from an incident.

Incident closure

You can configure incident properties to auto-close an incident.

Your organization can also generate customer satisfaction surveys when incidents are closed. Surveys help the service desk gather information about the quality of its service directly from the user.

Resolve and close an incident
Resolve an incident after the service is restored, and close it when the caller is satisfied with the resolution. Incidents can also close automatically after a set time, based on the incident auto-close properties.
Configure incidents to close automatically
Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also specify the number of days before resolved incidents close automatically.
Close multiple incidents from a list
Close multiple incidents that share a resolution code at once from the incident list.
Create a UI action to close multiple incidents
Create a UI action to close multiple incidents at once from the Actions list in the list view.

Parent Topic:Managing incidents

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---
title: Incident resolution and closure
description: An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/c\_IncidentResolutionAndRecovery.html
release: australia
product: Incident Management
classification: incident-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Managing incidents, Incident Management, IT Service Management]
---

# Incident resolution and closure

An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.

## Incident resolution

## Incident closure

You can configure incident properties to auto-close an incident.

Your organization can also generate customer satisfaction surveys when incidents are closed. Surveys help the service desk gather information about the quality of its service directly from the user.

- **[Resolve and close an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/resolve-and-close-an-incident.md)**
Resolve an incident after the service is restored, and close it when the caller is satisfied with the resolution. Incidents can also close automatically after a set time, based on the incident auto-close properties.
- **[Configure incidents to close automatically](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/configure-incident-auto-close.md)**
Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also specify the number of days before resolved incidents close automatically.
- **[Close multiple incidents from a list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/t_ClosingIncidentsFromAList.md)**
Close multiple incidents that share a resolution code at once from the incident list.
- **[Create a UI action to close multiple incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/t_CreatingAUIAction.md)**
Create a UI action to close multiple incidents at once from the Actions list in the list view.

**Parent Topic:**[Managing incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/work-on-incidents.md)