An active ServiceNow ticket can be resolved if the solution is provided and there is no further feedback is needed from the requester, or the issue has been escalated and it will be handled in Jira, or the issue cannot be handled in ServiceNow anymore.
If the issue is resolved but it is important to have the confirmation of the requester, you can consider setting the Pending User Info state instead.
On the other hand, it can be wise to resolve a ticket instead, if the Resolution SLA is few days away from being breached.
When a ticket is resolved, the requester will receive your final comment made while resolving the ticket as the resolution notification email. For this reason, it is extremely important to provide precise and clear feedback about the resolution of the ticket.
If you are escalating the request to Jira by providing the link, it is even more critical to ensure the requester properly understands that the issue is not yet resolved, but they should track it in Jira instead. It is not uncommon that the requester misunderstands the resolution notification thinking that the issue is not fixed but the ticket is resolved, and providing negative feedback in ServiceNow feedback survey.
In order to resolve a ticket, define the incident state as Resolved, and a pop-up window will be prompted.
While resolving the ticket, feel free to update the Ticket Type if it is defined to a wrong type. If the ticket is a Request, defining a Resolution Category and Resolve code is not mandatory.
If you are resolving an Incident ticket, feel free to pick one of the Resolution Category values that is relevant to the nature of the incident.
Similar to Resolution Category, please select a relevant Resolve code. If you are providing a Jira link,please select Enhancement here as well.
For close notes field, please write your final resolution notes to inform the requester about your final comments about how the issue was resolved, and what is the expected outcome.
After everything is properly defined, click Update button to resolve the ticket.
Once the ticket has been resolved, the requester is going to receive the resolution notification combined with a ServiceNow feedback survey.