After a request is resolved, it can be closed either by the technician or the requesters. Sometimes, when the requester does not close the request, the technician can close it on the Request Details page or the Request List View.
To close a request, go to its Request Details page and edit the status button in the right panel, as shown below:
Select Closed and click the green tick mark on the side.
If Request Closing Rules and Request Closure Code are configured, the technician will be prompted to add the request closing details, as shown below:
You can select and close mutiple requests on the Request List View. Select all the requests to be closed and under Actions, select Close.
On the displayed form, enter the Request Closure details and click Close Request.
View Closed Requests
You can view all the closed requests from the list view. To view the closed/completed requests,
From the Request list view page, select Completed Requests from the Filter drop-down menu. This lists all the closed and resolved requests.
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,
From the Request list view page, select Completed Requests from the Filter drop-down to view the list of closed/completed requests.
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.
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,
From the Request list view page, select Completed Requests from the Filter drop-down to view the list of closed/completed requests.
Enable the check box beside the requests to reopen.
Click Edit Request button. The Editing Requests window pops-up specifying the Request ID. All the fields in this pop-up window are editable.
Change the status field to Open.
Click Save.
A success message appears indicating that the selected requests are reopened.