Reopen/Close Request
ServiceDesk Plus provides you the privilege to reopen or close your requests from the Self Service Portal. When the technician moves the status of your request to Resolved, a Close button is displayed in the request details page. And, when the technician moves the status of your request to Closed or Resolved, a Reopen button is displayed in the request details page.
NOTE: The Reopen and Close buttons are made available to requesters only if the administrator has enabled these options in the Self Service Portal Settings.
Close a Request
You can close requests when the technician has moved the request status to Resolved. To close resolved requests,
-
Click the Requests tab in the header pane.
-
Click the Subject link of the request that you want to close.
-
In the Request details page, click the Close button. A Close Request dialog box appears.
-
Enter relevant Comments for closing the request.
-
Click Close button. The status of the request is moved to Closed. If you do not want to close the request, then click Cancel in Close Request dialog box.
Reopen a Request
You can reopen requests when the status of the request is moved to Closed or Resolved. To reopen requests,
-
Click the Requests tab in the header pane.
-
Click the Subject link of the request that you want to reopen.
-
In the Request details page, click the Reopen button. The Reply window is displayed.
-
The Subject field, by default, displays the request title. You can enter your comments in the Description field.
-
You can also attach relevant files along with this mail.
-
Click Add button. The Reply is appended as a Conversation and the status of the request is moved to Open.