Process Manager - Closing Incidents

Hi Bella - there are two additional cases other than the Portfolio Owner, that could close an incident:

• The Custom Closer (if it was defined for that incident) could close the incident. You can find out more on how to specify that here. Note this is specific to a Location within that Portfolio and only available as an option if the Incident Portfolio is using the Location field.
• A Promaster could also go and close the incident

Thank you,

I am still confused as the assigned Incident Owner (investigator) who is not a promaster or the portfolio owner was able to close the incident. 

Our incident portfolio also does not use the location field so it was not due to that. 

Do you know how this could occur?

Hi ​@EvgeniosE hoping to get an answer on this please.

Thanks

Hello ​@bhawton, I missed your earlier response. Turns out that an incident owner is able to close the incident when there are no closers from the incident type. This is unfortunately not clear/well reflected within the documentation. I’ll take some steps to ensure that this is clearly state in the documentation. 

In your particular case this seems to be the reason why the incident owner was able to close the incident, since there were not specific closers specified for the portfolio.

Apologies for the confusion this omission caused.

Thank you ​@EvgeniosE 

I was under the impression that closers or individual portfolios were only to be set if “location” is enabled as a form field, as below in the help page.

All of our portfolios have location disabled. And the stakeholders section says the portfolio manager is responsible for closing incidents unless there is a location assigned.

Is this the area where the information you have provided should be included?

Thanks again.

That’s correct - it should be added under the owner specification. However, do note that having the capability to close the incident does not mean that the responsibility is changing.