Request Closing Rules

 

Request closing rules can be used to select the mandatory fields to be filled in by the technicians while closing the requests. You can also use it to confirm user acknowledgement to the technician and close requests either manually or automatically.

 

To preset the request closing rules,

  1. Log in to the ServiceDesk Plus application using the user name and password of an admin user.

  2. Click the Admin tab in the header pane.

  3. In the Helpdesk block, click the Helpdesk Customizer icon. This opens the Configuration Wizard page.

  4. Click the Request Closing Rules link at the left side of the page under the HelpDesk block. This opens Request Closing Rules page.

  5. Select the mandatory fields for closing the request from the list by enabling the check box.

 

Confirm User Acknowledgement

On closing the request, the resolution is acknowledged by the requester through mail (if the option is enabled in Notification Rules). If you want to prompt a confirmation message to the technician asking if user has acknowledged the resolution then enable Yes, prompt a message radio button, else enable No, don't prompt a message radio button.

 

Request Closing Process

 

Manual Closing   

Automatic Close

In the automatic mode,

Example: If you have selected Resolution as a mandatory field, then the technician 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. If Yes, prompt a message radio button is enabled then, a confirmation message is prompted to the concerned technician if user has acknowledged the resolution.   

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