Depending on the nature of the incident (level of impact, users affected etc.), the Service Desk may be required to call the affected users and confirm that the users are satisfied that the resolution was successful and that the incident can be closed. For other incidents, closure mechanisms may be automated and communicated via email. Closure mechanisms, whether automated or manual, should also check for the following:
* Closure categorization, with comparison to the initial categorization to ensure accurate historical tracking
* User satisfaction survey, usually be email or web-forms for an agreed percentage of random incidents
* Incident documentation, ensuring all required fields are completed satisfactorily
* Potential problem identification, assisting Problem Management in the decision whether any preventative action is necessary to avoid this in the future.
When the requirements for incident documentation are complete, the incident should be closed via agreed methods.