Close Request

When a requester is completely satisfied that his/her request has been completely attended to and the reported problem has been resolved, then the request can be moved to closed state. You can close a single request or multiple requests from the request module.

While closing a request in ServiceDesk Plus, you need to check if Request Closing Rule and Request Closure Code are configured and enabled in Admin tab -> Helpdesk Configurations. Request Closing Rule imply certain rules while closing a request like confirming the users acknowledgement of the resolution and setting the mandatory request parameters for closing the request. Whereas, Request Closure Code denote the reason behind closing the request.

Close a single request

To close a request from the request details page,  

1. Click Requests tab in the header pane. The request list view page opens.  

2. Click the Subject link of the request.

3. From the details page of the selected request, click Close sub tab.

4. The request is closed and a success message appears.

NOTE:

• If you have selected the mandatory fields to be filled while closing the request in Request Closing Rule, then enter the mandatory fields and close the request.

• If you have enabled the option "Yes, prompt a message" to confirm a users acknowledgement in Request Closing Rule, then a Close Request dialog box appears.

1. If the requester has acknowledges the resolution, select 'Yes' radio button. Else, enable 'No' radio button.

2. Enter relevant Comments in the field provided.

3. Select the Request Closure Code from the drop down. The Request Closure Code denotes the reason for closing the request.

4. Enter relevant Request Closure Comments in the field provided.

5. Click Close to close the request. If you do not wish to close the request then click Cancel.

Alternatively, you can also change the status of the request to "Closed" through in-line edit or when the request is in editable mode.

Close more than one request

You can close bulk requests from the request list view. To close more than one requests,  

1. In the Request list view page, enable the check box beside requests to close.

2. Click Close button. The selected requests are closed followed by a success message in the request list view page.

If you have selected Request Closing Rules like setting the mandatory fields before closing a request or prompting a message to confirm user's acknowledgement, then refer the steps in the above NOTE to close the requests.

View Closed Requests

You can view all the closed requests from the list view. To view the closed/completed requests,

1. From the Request list view page, select Completed Requests from the Filter drop-down menu. This lists all the closed and resolved requests.

2. Select My Completed Requests from the Filter drop-down to view the list of closed/resolved requests that were assigned to you.

Reopen Closed Requests

Requests can be reopened from the closed state. You can reopen bulk requests or a single request. To reopen a single request,  

1. From the Request list view page, select Completed Requests from the Filter drop-down to view the list of closed/completed requests.

2. Select the Subject link of the closed request to reopen. Click Edit. You can also bring the request in editable mode through in-line edit.

3. When the request is in editable mode, change the status field from Closed to Open.

When a request is opened from the closed state, you can also change the Due By time of the request. Also, the completed date is removed once the request is reopened. When this request is finally closed, the completed date is updated and the Time taken to close is recalculated taking the reopened period into account.

To reopen bulk requests from the list view,

1. From the Request list view page, select Completed Requests from the Filter drop-down to view the list of closed/completed requests.

2. Enable the check box beside the requests to reopen.

3. Click Edit Request button. The Editing Requests window pops-up specifying the Request ID. All the fields in this pop-up window are editable.

4. Change the status field to Open.

5. Click Save.

6. A success message appears indicating that the selected requests are reopened.