Today I had the chance to close an issue in the Incidents Management-App on the SAP ONE Support Launchpad.
Here's my expreience:
I would like to give a closing remark (like: "OK, that worked, thank you!"), my first expectation was that I could do that when clicking "close".
However, the Message "Closing the incident will change the status to "Confirmed" and the incident cannot be processed any further. Would you like to close the incident?" told me otherwise.
So I wrote my remark as normal and used "send".
But now "close" changed to "Request to Close", which I clicked.
Now SAP will send the Incident back to me, and I can finally close it.
So in the end I will have what I wanted: Solution for my Problem, a closing remark and the issue set to "solved".
However, I have the feeling that the last "sending to SAP + sending it back to me"-Steps create unnecessary work on both sides.
So, what is the correct way to close an Issue in the Incident Management App?