Difference in closed states
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‎05-28-2021 12:36 PM
Need help to understand what makes a ticket select different closed states when closing a task or incident
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‎05-28-2021 01:07 PM
It depends weather the project or incident are closed with all related tasks or some of them are incomplete or they skipped due to some reasons.
Closed Complete: The project is finished and all tasks are complete.
Closed Incomplete: The project is finished, but tasks remain unfinished.
Close Skipped: the project was abandoned.
Pending : You are waiting for another task, or feedback from vendor/customer, etc before you can finish the work
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‎02-15-2024 06:15 AM
Interesting, because my 'closed' and 'closed_by' is populated when I change to a custom value named 'Waiting for Input'. And I have no idea why.
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‎05-28-2021 08:04 PM
Hi
Incident Can be closed Based On:
1)If the caller is satisfied with the resolution, the caller can close the incident(Your organization can also generate customer satisfaction surveys when incidents are closed. )
2)The incident is auto-closed after a certain time based on the incident auto-close properties.
3)Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also mention the number of days system must wait before initiating the auto-closing functionality.
4)Close multiple incidents from the incident list simultaneously that can have the same resolution code.
5)Create a UI action to close multiple incidents at once from the Actions list in the list view.
Please mark my answer as helpful/correct based on impact 🙂
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‎05-28-2021 09:36 PM
Hi,
below link provide you Knowledge article and this article help you to understand in details:
Once read below article also:
https://it.tamus.edu/servicenow/applications/incidents/incident-state/
please mark appropriate response as correct so that
the question will appear as resolved for other users who may have a similar question in the future.
If not, please tell me what you are still missing.
Many thanks and kind regards,
Vikas
