Hi Erika, this sounds like an interesting problem. The first thing to check is any triggers you may have setup on the account or service. Visit Configure -> Account-Wide Settings -> Triggers and Configure -> Services -> Incidents -> Triggers
If that doesn't help then we would have to take a look at your account. To do that you'd need to contact Citrix Global Support
http://support.citrixonline.com/en_US/GoToAssistServiceDesk/contact?question=categoryTaking screenshots or a screen capture of the problem occurring as you close the incident would be helpful. Global Support can help you with those if you're not able to provide them.
