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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.
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- 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.
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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.
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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.
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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.
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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.