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Resolve and close

Use the Resolve and Close action to update a request status to Resolved or Closed. This action allows you to document the resolution details and select a Closure Category to help with reporting and tracking.

Configuration options

When you use this action, you can interact with the following elements:

  • Resolve: Sets the request status to Resolved.
  • Close: Sets the request status to Closed.
  • Closure Category: A dropdown menu to categorize why or how the request was finished.
  • Resolution Text: A text field to provide details about the fix or the reason for the status change.
  • Editing: Allows for modifications to the resolution details.

Tip

If you set the visibility to Customer, the resolution tab and the resolution text become visible to the customer on the service portal.

System settings

You can customize how the Resolve and Close action behaves by adjusting settings in the administration area.

Prevent resolution with outstanding activities

This setting stops a user from resolving a request if there are still open activities. You can still add more activities after the request is resolved if necessary.

  • Key: webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities
  • Default: Off
  • Scope: Applies to all request types and services.

Enforce closure category selection

This setting requires a user to select a Closure Category before they can resolve or close a request.

  • Key: servicemanager.request.closureCategory.default.required
  • Default: Off
  • Scope: Applies to all request types and services.

Enforce last item closure category

This setting requires the user to select the final element (the “leaf” node) in the closure category tree.

  • Key: guest.servicemanager.request.category.closure.enforceLastItem
  • Default: Off
  • Scope: Applies to all request types and services.

Resolve linked requests

This feature allows an analyst to resolve or close multiple requests that are linked to the current request.

  • Key: app.request.resolve.enableLinkedRequestAction
  • Default: Off

When you enable this setting:

  • Resolve: The Resolve button displays a dropdown menu titled Resolve Linked Requests. You can select specific linked requests to resolve simultaneously. The list only shows requests that you have permission to resolve and excludes those already resolved or closed.
  • Close: The Close button displays a dropdown menu titled Close Linked Requests (if linked requests are already resolved) or Resolve Linked Requests (if linked requests are still open). The list only shows requests you have permission to manage and excludes those already closed.

Set up a two-stage closure workflow

A two-stage closure routine helps you manage the gap between providing a fix and officially closing the record. This process typically involves setting a request to Resolved and then waiting for customer confirmation or a set period (such as 7 days) before the system automatically sets the status to Closed.

Common scenarios

  1. Resolution Accepted: The customer accepts the resolution via the portal, or an analyst closes it for them. The status moves to Closed.
  2. Resolution Rejected: The customer indicates the issue is not fixed. The status moves to Open.
  3. No Action: The customer does not respond. The system automatically moves the status to Closed after a defined number of days.

Configure the workflow nodes

To implement this, you must configure specific nodes within your request workflow.

1. Suspend - Wait for Status Change Place this node after the request status is set to Resolved. This node pauses the automated process until the status changes to Closed or Open.

  • Expiry Period: Use this field to set how long the node stays active before moving to the next step. This allows for automatic closure.
  • Note: The expiry period uses working hours based on your Working Time Calendar.

2. Decision Node Place a decision node immediately after the suspend node to branch the process based on the new status.

  • Reopened By Customer: Create a branch for when the status changes from Resolved to Open.
  • Expired: Create a branch for when the Expiry Period elapses while the status is still Resolved. This branch typically leads to an automated Close action.
  • No Match: Create a branch for when the request status changes to Closed.
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