Closure Rules

Closure Rules

Closure rules automate the collection of vital details and execute relevant actions before a record can be closed in the service desk.

Supported Modules: Requests, Problems, Changes, Releases, Purchase Orders, Tasks

Role Required: SDAdmin

Benefits:
  1. Proper documentation of all essential details in each record before it is closed.
  2. Collect acknowledgement from users for the provided resolutions/services.
  3. Avoid violating SLAs by auto-closing resolved requests.
  4. Auto-close requests once the work divided into tasks/checklists is completed.  
To configure closure rules, go to Setup > Automation > Closure Rules. Select the relevant module tab where you want to configure closure rules:
  1. Requests
  2. Problems
  3. Changes
  4. Releases
  5. Purchase Orders
  6. Tasks

Request  Closure Rules

  1. Mandatory fields for Closing Request: Mandate fields to be filled when a request moves to Resolved or Closed status.
    1. You can also mandate associated tasks, checklists, or child requests to be completed before closing a request.
  2. Confirm User Acknowledgment: Choose if you want to record the user's acknowledgement to the resolution before closing a request.
  3. Request Closing Process: Decide how to handle closure of resolved requests.
    1. Manual Closure: Technicians are required to manually update a request status to Closed.
    2. 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:
      1. Close the request using the link provided in the email.
      2. Reopen the request by replying to the email.
Info
If the requester takes no action, the request will be automatically moved to Closed status after the specified number of days.
  1. Closing Requests Associated with Task and Checklist: You can auto-update requests status to Closed or I status when:
    1. Associated tasks are completed
    2. Associated checklists are completed
    3. Both tasks and checklists associated with the request are completed
  2. Click Save.

If a request is closed without filling out the mandatory fields, an error message will be displayed, and the technician will be prompted to fill the mandated fields.


Problem Closure Rules 

  1. Mandatory Fields for Closing Problem: Mandate fields to be filled when a problem moves to Resolved or Closed status.
  2. Mandatory Rules: Enforce certain criteria to be fulfilled before a problem moves to Resolved or Closed status.
  3. Optional Rules to Technicians: Prompt technicians to perform certain actions based on the nature of the problem. Optional rules will be listed to the technician after closing the problem.
  4. Click Save.

Change Closure Rules

Closure rules are globally configured for all change requests.
  1. Select the mandatory fields for each change stage.
  2. Choose if all associated tasks in a change stage must be completed.
  3. Stage approvals can be mandated as follows:
    1. All stage approvers must approve the change stage for the change to proceed.
    2. Stage approvers can approve or reject the change stage.
  4. Select the change additional fields to be mandated.
  5. Click Save.


If a change is moved to the next stage without data in the mandated fields, an error message will be displayed to the technicians.


 

Release Closure Rules 

Closure rules are globally configured for all release requests.
  1. Select the mandatory fields for each release stage.
  2. Choose if all associated tasks in a release stage must be completed.
  3. Stage approvals can be mandated as follows:
    1. All stage approvers must approve the release stage for the change to proceed.
    2. Stage approvers can approve or reject the release stage.
  4. Click Save.


If a release is moved to the next stage without data in the mandated fields, an error message will be displayed to the technicians on the release details page.
 

Purchase Order Closure Rules 

Select the mandatory fields to be filled in by technicians while closing the purchase order (PO). Click Save.

Task Closure Rules 

Select the mandatory fields to be filled in a task before it is closed or completed.
  1. Choose if you want to consider a task as closed only if it is moved to Closed status. If this option is not selected, any completed status like Resolved or Completed will represent task completion.
  2. Click Save.


If a task is closed without filling out the mandatory fields, an error message will be displayed, and the technician will be prompted to fill the mandated fields.


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