According to ITSM best practices an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep
the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure.
i) Create and Educate users about your closure policies
You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the
ii) ServiceDesk Plus helps you with Incident Closure
Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus will send an email to the requester asking if the resolution helped. If the users does not respond
within 2 days the request will be automatically closed.
Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status.
To configure Automated Close, select Admin -> Helpdesk customizer -> Request closing rules. [