Closing Requests

Users who have permission can close requests that have been attended to and arrived at solutions. If a technician has responded to the request in the very first call, the technician shall mark the First Call Resolution (FCR) when closing the request.

Closing a Request:

Click any request.
Click Close or change the request's status to Closed as shown in the screenshot below.

In the pop-up window, select if the first call resolution has been achieved and whether the requester has acknowledged the resolution. Enter comments.
Specify the closure code with comments to help the technicians involved comprehend the reason for closing the request.
Click Close.

Only technicians can mark FCR and add closure code and closure comments for requests.

'Closed' seal on the request details page indicates if the request is marked with FCR or not.

You can also choose to mark/unmark FCR for a closed request at a later point in time.

Go to the request details page and click the Mark FCR/Unmark FCR button, whichever is applicable at that time.

If you automate the request closing (in the Request Closure Rules), technicians will be allowed to provide FCR, closure code, and closure comments by changing the request status to Resolved.

You can spot edit closure code and closure comments in the request details page.

Closing Bulk Requests

In the requests list view, select requests, and click Close. Enter information in the pop-up window and click Close. This information will be common to all the selected requests.

View/Reopen Closed Requests

You can view your closed requests by using My completed requests filter on the list page.
To reopen a closed request, go to its details page and change its status to Open. You can also modify its DueBy Date and DueBy Time.
After you close a reopened request, the period for which it was open will also be accounted in the time taken to close the request.