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Request closing rules can be used to select the mandatory fields to be filled in by the supervisors while closing the requests.
To pre-set the request closing rules,
Click the Admin tab in the header pane.
In the Work Request block,
select Work Request Customizer icon. The category list page
opens.
Click the Request Closing Rules link from the left menu on the left hand side of the page. The Request Closing Rules page opens.
Select the mandatory fields for closing the request from the list by enabling the check box.
Request Closing Process
Manual Closing
If you would like to close the request manually select the Manual radio button.
Save the changes. On resolving the request each time you have to close the request manually.
Automatic Close
Select the Automated Close radio button to close the request automatically.
In the automatic mode process,
An email will be sent to the requester when a Request is put in Resolved state
A Requester can Close the Request with the close link given or Re-open the Request by replying to the mail.
If the Requester takes no action the Request will be closed after the number of days specified in the combo box.
Select the close resolved request after n number of days from the combo box. After the selected number of days the resolved requests will be closed automatically if the requester does not take any action.
Save the details.
Note: The Automatic Mode work flow is explained in bullet points under the title In Automatic Mode.
Example: If you have selected Resolution as a mandatory field, then the supervisor fixing the problem, should enter the reason and solution for the problem in the resolution text field before closing the request, else an error message pops up asking you to enter the details in the resolution field.
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