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Managing incidents in Enterprise Asset Management › Managing enterprise models and assets › Enterprise Asset Management › Asset Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Resolve and close an Enterprise Asset Management incident

Take action on the assets that are affected by an Enterprise Asset Management incident so that you can resolve and close the incident.

Before you begin

Role required: itil

Procedure

  1. Navigate to All > Incident > All.

  2. From the list of available incidents, select the Enterprise Asset Management incident that you want to resolve and close.

  3. Specify what actions you want to take on the assets that are affected by the incident.

    1. On the Incident form, select the Affected Assets related list.

    2. From the list of affected assets, double-click the Asset action field for the asset that you want to take action on.

    3. When prompted, select the action that you want to take on the asset.

    4. Select the Save icon

Image omitted: save-icon.png
.
5.  If you choose to swap the asset, specify the asset that you are swapping the existing asset with.

    1.  Double-click the corresponding **Swapped Asset** field.
    2.  When prompted, select the Lookup using list icon
Image omitted: search-icon.png
to search for and select the asset that you want to swap the existing asset with.
    3.  Select the Save icon
Image omitted: save-icon.png
.
6.  If you are taking action on a consumable asset, specify the number of available assets that you want to take action on.

    You can take action on all available assets or only a portion of the available assets.

    1.  Double-click the corresponding **Consumable Quantity** field.
    2.  When prompted, enter the number of available assets that you want to take action on.
    3.  Select the Save icon \(
Image omitted: save-icon.png
Save icon.\).
    **Important:** The **Consumable Quantity** field does not display the updated value automatically. To view the updated value, **Refresh** the **Affected Assets** related list.

  1. Based on the actions that you specified in the previous step, update/repair, swap, retire, or take no action on the affected assets.

  2. After you have completed taking all necessary actions on the affected assets, provide details about how the incident has been resolved.

    1. Return to your Incident form.

    2. On the Resolution Information tab, fill in the fields.

      FieldDescription
      KnowledgeOption to automatically create a knowledge article upon incident closure.
      Resolution codeResolution category that specifies how the incident was resolved.
      Resolution notesDescription of how the incident was resolved.
      Resolved byUser who resolved the incident.
      ResolvedDate and time at which the incident was resolved.

  3. On the form header, select Resolve.

    The incident is moved to the Resolved state, and you are automatically redirected to the Incidents list. If the asset has any child assets and was in a retired status as indicated in the Asset action box, the child assets will be released depending on the kind of asset.

    Type of assetAction
    SimpleNo action
    Simple with add-onAll child assets are released to the pending disposal state.
    User-assembledAll child assets are released to the pending disposal state.
    User-assembled with add-onAll child assets are released to the pending disposal state.
    Pre-assembledNo action
    Pre-assembled with add-onAll add-on assets are released to the pending disposal state.

    The incident is moved to the Resolved state, and you are automatically redirected to the Incidents list.

  4. From the list of available incidents, select the incident that you just resolved.

  5. On the form header, select Close Incident.

    The incident is closed.

Parent Topic:Managing incidents in Enterprise Asset Management