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An incident won't close, reopen, or save a follow-up

Understand the real incident lifecycle actions — withdraw and follow-up — and what blocks them.

You're trying to close out an incident in the Incident Register and the action you expected isn't there, or it won't save. The incident register has a specific set of actions, and "close" and "reopen" are not buttons on this screen.

What's happening

Open an incident from Incidents by pressing View (or clicking the row) to see the Incident Detail. The actions available there are:

  • Withdraw — marks the report as withdrawn (the content is kept for audit). This requires a reason and is only available to admins.
  • Mark Follow-up Complete — only appears when the incident has a follow-up that is still outstanding.

There is no separate Close or Reopen button. Statuses such as Reviewed and Closed appear as filter options but are not toggled from this detail view, and a Withdrawn report cannot be un-withdrawn from this screen.

How to fix it

  1. If you wanted to mark a follow-up done: the Mark Follow-up Complete button only shows when the incident has Follow-up required turned on and it is not already completed. If you don't see it, the incident either has no follow-up or its follow-up is already marked complete (it will show Completed).
  2. To complete a follow-up, press Mark Follow-up Complete, optionally add completion notes, then press Mark Complete. The status switches to Completed and the timeline records the date.
  3. If you wanted to withdraw a report: you need an admin role with settings permission, and the report must not already be Withdrawn. The Withdraw button is hidden otherwise.
  4. When withdrawing, you must enter a Reason for withdrawal of at least 5 characters — the Withdraw Report button stays disabled until you do. That is the most common reason a withdrawal "won't save."
  5. If you're looking for "close": there is no close action on this screen. Use Withdraw for reports that should no longer count, or leave the incident with its current status and use the Status filter to manage your view.

If a withdrawal or follow-up returns an error toast rather than a confirmation, note the message and the incident, and contact support — that indicates a processing error rather than a permission or validation issue.