Closing an Incident

When EbixSupport fixes a problem or answers a question, they will change the Current Incident Status to Updated on Live.  The user will be alerted of the fix and will need to confirm and close the incident if satisfied.

If an incident is ready to be closed it will appear on the Alerts screen.

How to Close an Incident

1. From the Alerts tab, click the list Incident(s) Done and waiting to be closed.

2. Click listed item to be closed from the View Incidents list.  The Incident Details screen opens.

3. Change the Incident Status to Closed.

4. Click the Save icon.

5. You will be asked if you want to add a Closing Note.  In most cases, if you are satisfied, you do not have to add a closing note and you can press No.  If you want to comment on the incident you can select Yes and the Notes screen will open.

The Incident Status will change to Closed and the item will be removed from your Alerts list.