Incident Resolver can mark the incident status to “resolved” after the incident resolution and recovery is implemented. The responsibility of closing the incident lies with Incident Handler. Incident Handler must contact the User to check if the incident resolution is satisfactory. Once the User is satisfied the incident can be marked as ‘completed’ and the User must be notified. If the User is not satisfied with the resolution, escalation procedure may be triggered, and the incident must be sent back to “investigation” phase and the later steps must be followed till the user is satisfied with resolution.

The Incident Handler must ensure the following before formally closing the incident:

• Incident record is fully documented so that full history of incident is available with sufficient level of details. There are no outstanding actions.
• Checks and confirms if the initial categorization is correct. In case if the categorization has turned out incorrect during the incident execution, the Incident Record is updated for closure categorization based on inputs from Incident Resolver.
• If it is anticipated that, incident will reoccur, problem investigation is triggered.
• Provide feedback to Event Management if the incident was triggered through an event.

It is also recommended that the corresponding Known Error Record is updated to indicate the count of the number of times it was implemented.