Resolve and Close Request Action Item
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IntroductionThe Resolve and Close Action Item is used to set the request status to either Resolved or Closed. In addition to changing the status, information about the solution or information supporting the the status change can be added along with the selection of a Closure Category. |
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Options
- Resolve
- Close
- Closure Category
- Resolution Text
- Editing
Settings
- Prevent resolution when there are outstanding Activities
- Enforce the selection of a closure category
Resolve Linked Requests
A Service Manager setting is available which enables a feature within the Request Close Action Item that allows an analyst to resolve one or more requests that are linked to the request that you are resolving or closing.
- app.request.resolve.enableLinkedRequestAction
- Resolve
- When this setting is enabled, the Resolve button will include an addition drop down option to Resolve Linked Requests. A list of the requests that are currently linked to the request you are resolving will be displayed. From this list you can select which requests you would like to resolve at the same time.
- * The requests displayed will be filtered to those which you have the rights to resolve, based on if the linked requests are logged against Services which your teams support.
- * Resolved / closed requests will not appear in the list
- Close
- When this setting is enabled, the close button will include an additional drop down option to Close Linked Requests if there are requests that are linked with the status of resolved. An additional option will be available to resolve requests if there are any linked requests that have a status of Open.
- * The requests displayed will be filtered to those which you have the rights to close / resolve, based on if the linked requests are logged against Services which your teams support.
- * Closed requests will not appear in the list