Closing service requests

BMC recommends that you do not edit the fields on a closed record. 

The following table lists what actions are allowed or not allowed in the record details of a closed record:

To close a service request

1. Click the Remedyforce Console tab.
2. From the View menu, select Service Requests.
3. From the list of service requests, select the service request that you want to close.

4. From the Actions menu, select Close.

   Note

   This procedure describes the out-of-the-box fields only. If your system administrator has added or removed fields, complete all the fields on the form.

5. In the Close Incident window, enter the required details.The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
   
6. Click Save.
   If the system administrator has activated the Notify the client when an service request is closed workflow, an email message is sent to the client of the service request when you close the service request. For a custom Service Request form, if you select a lead as the client of the service request, no email message is sent.
   If the system administrator has configured this workflow to use the feedback email template, the email message notifies the client that the incident is closed and contains options for the client to provide feedback. The feedback from the client is stored in the Feedback field of the Incident object. The system administrator can generate a report to view the feedback sent by clients.

Closing a record without filling in details

On the Remedyforce Console tab, to close a record without filling in details, such as closed by, description, resolution, and so on, select Quick Close from the Actions menu.

Related topics

Configuring-fields-on-the-Close-form 

Configuring-workflows