Request Closure Rules

Request closure rules automate collection of vital details and the execution of relevant actions before a request can be closed.

Use Cases:

• Proper documentation of all essential details in each request.
• Collect acknowledgement from your users for the provided resolutions/services.
• Avoid violating SLAs by auto-closing resolved requests.
• Auto-close requests once the work divided into tasks/checklists is completed.

To configure closure rules for requests, go to Setup > Automation > Closure Rules > Requests.

Set Mandatory Fields 

Mandate fields to be filled when a request moves to Resolved or Closed status.

You can also mandate associated tasks, checklists, or child requests to be completed before closing a request.

If a request is closed without filling out the mandatory fields, an error message will be thrown. The Edit Request form opens up, prompting the technician to fill the mandatory fields.

 

 

Confirm User Acknowledgement 

Choose if you want to record user's acknowledgement to the resolution before closing a request.

 

 

Request Closing Process 

Decide how to handle closure of resolved requests.

• Manual Closure: Technicians are required to manually update a request status to Closed.
• Automated Closure: Request will be closed automatically. Specify the number of days after which requests are auto-closed. When a request moves to Resolved status, an email will be sent to the requester who can:
  • Close the request using the link provided in the email.
  • Reopen the request by replying to the email.

If the requester takes no action, the request will be automatically moved to Closed status after the specified number of days.

Closing Requests Associated with Tasks and Checklists 

You can auto-update requests status to Closed or Resolved status when:

• Associated tasks are completed
• Associated checklists are completed
• Both tasks and checklists associated with the request are completed

After configuring closure rules, click Save.