• details of the action taken to resolve the Incident are concise and readable
• classification is complete and accurate according to root cause
• resolution/action is agreed with the Customer - verbally or, preferably, by email or in writing
• all details applicable to this phase of the Incident control are recorded, such that: - the Customer is satisfied - cost-centre project codes are allocated - the time spent on the Incident is recorded - the person, date and time of closure are recorded

Source: ITIL Service Management, Section 5.6.5