ServiceDesk

We have two incidents that appear to be "stuck" at the resolved status. Not entirely sure what is different about them but I have the system setup with the resolve timeout to 0. For whatever reason these two incidents are in a "resolved state" and I cannot find a way to foce them to close. The end users do not have the option to verify resolution on the incidents either. 

Is there a way to force a status chage on an incident?

if you're certain that there's no existing tasks for those records, then you may be safe to adjust the lines in the database (this advice is given with the usual "manual database adjustment" disclaimer - at own risk and the sort).

Anyways, I believe these are the only fields you need to adjust in your ProcessManager database.

--ReportProcess.Result = 'Closed'
--ReportProcess.PercentComplete = '100'
--ReportProcess.ProcessEnded = getdate()
--IMIncidentTicket.CloseCode = 'Closed'
--IMIncidentTicket.TicketStatus = 'Closed'

The Bulk Close Utility will also close those.  

Bulk Close can be found here - https://www-secure.symantec.com/connect/downloads/close-processes-servicedesk-workflow-75