Resolve and close a major incident

---
title: Resolve and close a major incident
description: Resolve a major incident to reinstate service after the interruption.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/resolve-close-mim-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Managing a major incident record, Major Incident Management in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Resolve and close a major incident

Resolve a major incident to reinstate service after the interruption.

## Before you begin

Role required: major\_incident\_manager or admin

## Procedure

1.  Open a major incident record.

2.  Review the major incident record to ensure that the issue associated with the major incident is resolved.

3.  Select **Resolve**.

4.  On the Resolve major incident pop-up window, fill in the details.

<table id="table_evl_qtg_z1c"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Resolution code

</td><td>

Category of how the major incident was resolved. Possible values are:-   Duplicate
-   Known error
-   No resolution provided
-   Resolved by caller
-   Resolved by change
-   Resolved by problem
-   Resolved by request
-   Solution provided
-   Workaround provided


</td></tr><tr><td>

Resolution note

</td><td>

Brief description on how the major incident was resolved.

</td></tr></tbody>
</table>5.  Select **Resolve**.

    The state of the major incident is set to **Resolved**.

6.  Select **Close**.


## Result

The state of the major incident is set to **Closed**.

**Parent Topic:**[Managing a major incident record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-major-incident-sow.md)