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 moved to closed state. You can close a single request or multiple requests from the request module.

While closing a request in ServiceDesk Plus, you need to check if Request Closing Rule and Request Closure Code are configured and enabled in Admin tab -> Helpdesk Configurations. Request Closing Rule imply certain rules while closing a request like confirming the users acknowledgement of the resolution and setting the mandatory request parameters for closing the request. Whereas, Request Closure Code denote the reason behind closing the request.

Close a single request

To close a request from the request details page,

1. Click the Request tab in the header pane. The request list view page opens.

2. Click the Subject link of the request.

3. From the details page of the selected request, click Close sub tab.

4. The request is closed and the success message appears.

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.