Classifying Incidents on Resolution

The ability to classify incidents upon resolution has been introduced to your Clarity portal. This guide is designed to help you confidently navigate and make the most of Clarity’s enhanced design and functionality.

When resolving an incident in Clarity, follow these steps to accurately confirm the resolution, root cause and any additional comments.

Step 1: Start Incident Resolution

• Select the ‘Resolve’ Action
  Using the ‘Action’ button in the top right navigation of your Clarity ticket, select ‘Resolve’. This starts the resolution workflow.

Step 2: Complete the Resolution Fields

• Resolution
  Select the most appropriate resolution from the dropdown menu. This helps categorize how the incident was addressed.

• Root Cause
  Based on the selected Resolution, choose the root cause from the dropdown list to identify the underlying issue.

Note: The Root Cause field will be disabled until the Resolution is set.

• Comment
  Add any relevant context or notes in the optional comment box to support future reference or reporting.

Note: Comments are mandatory when selecting a root cause of ‘Other’ or ‘Inconclusive’ to ensure all information is captured for the incident.

Step 3: Finalise the Action

• Submit
  Click Submit to apply the resolution and close the incident.

• Cancel
  Click Cancel if you do not wish to proceed.

Step 4: Automated Ticket Updates

When you have finalised your ticket and clicked ‘submit’, you will see 2 key updates:

1. The ‘Assignee’ field updates from ‘Unassigned’ to your name

2. The ‘Timeline’ reflects when you resolved the incident, the options chosen and any notes added in the comment box.