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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Resolution and Closure

Recording resolution details automatically

Where an issue resolves itself — through self-healing, a redundant or failover system, or the closure of a monitoring alert — that resolution information can be captured directly in the incident, so even automated fixes are properly recorded.

Learn more: Integration Packages (monitoring & automation)

Detailed diagnosis and resolution information

The Resolve and Close action lets agents record detailed diagnosis and resolution information, including a resolution or closure category that’s tracked separately from the original category, an updated component if the true cause turns out to differ from the original, and the resolution type used — giving you rich, structured resolution data for reporting.

Learn more: Resolve and Close Action | Category Action

Notifying on resolution

Both your service desk and the affected user can be automatically notified as an incident’s status changes and when it’s resolved, keeping everyone up to date without extra manual steps.

Learn more: Update Action

Flexible closure options

You decide how incidents get closed, and it can be different for different types of incident. Options include the user closing (or canceling) their own request from the portal, the service desk closing manually, automatic closure after a defined period following resolution, or closure being driven by the closure of the triggering monitoring alert.

Learn more: Resolve and Close Action

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