The Incident ticket is intended for quick resolution of an incident and often requires quick, intensive communication with the person reporting or affected by the ticket. The form structure corresponds to the standard ticket form with the following exceptions:
•When the "first-call resolution" action is executed (only available in the incident ticket in the "New" state), the "Completion" section with the mandatory field for the solution description is displayed immediately. After you have entered the solution description and saved it using the "Execute" button of the action, the ticket is switched directly to the "Completion" state and all intermediate states are thus skipped. A message with the solution description will be sent directly to the reporting person.
