TS Granted, but name still in red (Incident Report still unresolved)

Has anybody on here had an Incident Report removed? Let me explain my situation.

My understanding from several FSOs is: if there’s an open BI, any Incident Reports are adjudicated together with the BI. This is the reason given by my FSO for not taking action earlier to get it removed.

Fast forward to 5/2019, I received my clearance but my name is still in red. I am very confused. I am not getting straight answers from my FSO, he has not called JPAS or submitted a request. I should mention this IR has been completely dealt with years ago, paperwork has been submitted to my investigator and my company.