Resolution records how service was restored. Enter a useful resolution code and notes before moving an incident to Resolved. The next analyst should be able to tell what changed and how the repair was verified. Closing a task without that evidence makes repeated symptoms harder to investigate.
Resolved and Closed are separate lifecycle states. A resolved incident can await user confirmation or a configured closure process. Reopening means the reported service problem remains, so update the state and document the failed verification. In this simulator resolved and closed incidents become inactive. A canceled duplicate should also leave the active queue, but cancellation isn't proof of a successful repair. Check both the state and the supporting fields in your final handoff.