What is the difference between Resolve Notes and Closure Notes in an incident ticket?

[Jimmy12]

I'd like to know when and how to utilize Resolve Notes and Closure Notes.

[Albatruss]

Any troubleshooting tips for future reference? Anything that helps the team understand how you slayed the dragon! **Closure Notes:** This is more like the "post-game analysis." Did the fix work for the user? Are there any lingering concerns or next steps? Here's where you double-check everything is peachy before closing the ticket for good. Now, while some ticketing systems might have separate sections for these notes, the key is clear communication. If your system isn't super fancy, don't fret! You can always use a separate note-taking app like https://notesonline.com/ to keep your notes organized. It's free, lets you access notes from any device, and even lets you share them with teammates for easy collaboration.

[Yashsvi]

Hi @Jimmy12,

In ServiceNow, incident tickets typically include various notes to keep track of the status and progress of the incident. Two important types of notes are resolve notes and closure notes. Here are the differences between them:

1. Resolve Notes:

   - Purpose: Resolve notes are used to document the details and actions taken to resolve the incident. These notes explain how the issue was fixed and what steps were taken to bring the incident to a resolution.

   - Timing: These notes are added when the incident is moved to the "Resolved" state, indicating that the immediate problem has been addressed but the incident is not yet fully closed.

2. Closure Notes:

   - Purpose: Closure notes are used to provide a final summary and formally close the incident ticket. They confirm that the incident has been fully addressed and no further action is required.

   - Timing: These notes are added when the incident is transitioned from the "Resolved" state to the "Closed" state, signifying the end of the incident lifecycle.

Conclusion - Resolve notes focus on the technical resolution details and are used when the issue is resolved but not yet fully closed, while closure notes provide a final summary and confirm that the incident has been fully addressed and closed.

Thank you, please make helpful if you accept the solution.