Page 338 - ITIL® Foundation 3.15

Closure of Incident Record
Incident ticket closure must always be performed by 1st level service desk agents or some automated system. Never allow closure procedures to be performed by the same resource that solved the issue.
Some organizations utilize an automatic closure period. (e.g. incident will be automatically closed after two working days if no further contact is made by the user).
This approach must be agreed to by customers and users.
Steps to close a ticket
• Verify that the incident is fully resolved and users are satisfied
• Verify final closure categorization is correct or update record
• Perform user satisfaction survey as agreed
• Chase outstanding incident details ensuring the record is fully
documented
• Determine if preventative actions are necessary to prevent
recurrence
• Notify problem management if necessary
• Formally close ticket / incident record
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