Should I pass the incident back to the originating operator group?

Generally no, the incident should be Resolved or Closed without changing the Operator group, as an historic record of which operator and group actually resolved the incident.

If the incident has been escalated, the 1st line operator group who escalated it will find the completed incident in their "Awaiting service desk confirmation" selection, without the operator group needing to be changed.

This article was published on