Closing Requests

     

    When a requester is completely satisfied that his/her request has been completely attended to and the reported problem has been solved, then the request can be closed.

    To close a request,

    1. Log in to the ServiceDesk Plus - MSP application using your user name and password.

    2. Click the Request tab in the header pane. This opens the request list view page.

    3. Click the Subject link of the request in the Requests list page.

    4. Click the Close tab under the Tasks block. The Close Request dialog box appears. Enable the 'Yes' radio button if the resolution has been acknowledged. else enable 'No' radio button. Enter relevant Comments in the field provided. Click Close to close the request. If you do not wish to close the request then click Cancel. (OR)

      Alternatively, change the status field to Closed when the request is in editable mode.

    You can reopen a request from the closed state. To do this, open the closed request that you wish to reopen in the editable mode and change the status field from Closed to Open. When a request is opened from the closed state, you can change the Due By time of the request when it is in the editable mode. Also, the closed 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 close more than one request at a time,

    1. In the Request list view page, select the check boxes available beside the Requester Name field of the requests that you wish to close.

    2. Now click the Close button. The Close Request dialog box appears. Enable the 'Yes' radio button if the resolution has been acknowledged. else enable 'No' radio button. Enter relevant Comments in the field provided. Click Close to close the request. If you do not wish to close the request then click Cancel.

    To view the closed requests

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

    2. To view the closed requests which were assigned to you, select My Closed Requests.

     

     

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