Incident Stuck in "Unlocked" Status

What to do if an incident remains in unlocked status.

Normal Behaviour

Unlocked incidents automatically expire after 24 hours. This is a security feature to ensure periodic re-verification.

Check Unlock Timestamp

1. Open the incident

2. Look at the Activity Timeline

3. Find when it was unlocked

4. If less than 24 hours ago, it's working correctly

Manual Closure

If you need to close the incident before auto-expiry:

1. Open the incident

2. Look for "Close Incident" option

3. Confirm closure

If Truly Stuck

If the incident has been unlocked for more than 24 hours and hasn't expired:

1. Note the incident ID

2. Contact support with details

3. We'll investigate the issue

Preventing Issues

Ensure your system time is accurate - incorrect time zones can affect expiry calculations.