Closing Incidents

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  I would concur that if users are required to close out incidents, you would want to record at a minimum the user name of the person who closed out the issue, the close time, and make available a note field.
  
  Also, to follow the thought logically, it would make sense to allow a user to close a group of events by highlighting them and providing the opportunity to enter a note that would attach to every incident in the group as well as mark the username and time of the closing.

  broughtie February 06, 2008 17:29

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  Thanks for that, we did indeed consider this feature for the beta. We stopped short of it as one gets into the very interesting area of workflow: how much workflow should the tool have? Multiple users, assigning incidents like a bug tracking system; or integration with such systems; or just comments per issue? Any answers from people out there would be much appreciated.

  Dan J Archer February 11, 2008 10:27

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  minimally I'd like to see timestamps of when something is closed or reopened and a trail of when it is reopened/closed, as well as a comments area. I can include in the comments area. I can put the person who fixed it in the comments area if need be. while assigning and things found in a bug tracking system may be nice maybe a way to email the contents of incidents to people. So that this way I can mail the contents easily to my network guy who takes care of disk space if he needs to take care of it.

  Giggles220 February 12, 2008 12:48

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  It would also be very helpful if, when I close the Incident that happens to be the top incident in a Group that's been expanded, it only closes the incident itself, not every incident under that grouping... Can email image if required... "Code" representation shown below in case it's useful - closing the top line closes both of the incidents listed.
  

  + 2  Server-A  Job Overrun  Job that Overran etc
       Server-A  Job Overrun  Job that Overran etc.
  

  PDinCA February 13, 2008 17:26

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  If you can make the "Close" affect just ONE Incident, not the entire Group, would you consider a "Close and Delete" right-click-menu option? If we see the same problem in several incidents in a Group but a few variations are what we need to follow up on, we can whack the "noise" in one click, rather than "Close" then go to the "Closed" tab and whack-em there...
  
  Thanks.

  PDinCA February 15, 2008 12:56

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