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,
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
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.