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:
Edit link in the Action column
Delete link in the Action column
New <Link/Action/Task> Buttons
Linked Change Requests
To close a service request
- Click the Remedyforce Console tab.
- From the View menu, select Service Requests.
- From the list of service requests, select the service request that you want to close.
From the Actions menu, select Close.
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.
In the Close Incident window, enter the required details.
Select the staff member who has worked on the service request. By default, this field displays the Staff ID of the currently logged-on staff member. If you are closing the service request on behalf of a staff member, select the staff member who has worked on the service request.
The Closed Date field displays the current date and time.
Select a close status. By default, this field is filled with the default close status that is configured by the system administrator. If required, you can select a different close status. All status records with the state of Close are displayed in the Status list.
Select the category that suggests the reason for closing the record.
If a follow up is required for this service request after you have closed the service request, select the Follow Up check box. The Follow Up Date field is enabled.
Follow Up Date
Select the date and time at which the follow up action must be initiated.
The Category field is filled with the category that is entered in the Service Request form. If the original category is incorrect or no longer applies, select the required category from the Category field.
Type the resolution of the service request. By default, this field is filled with the value of the Resolution field in the Service Request form. You can modify this field to include the confirmed resolution of the service request or any new steps taken to resolve the service request.
Update Standard Description
To add the contents of the Service Request form Description field as a new standard description for the category of this service request, select the Update Standard Description check box. You might need to add a new standard description to describe a frequently occurring service requests that belongs to the category of the current service request.
Update Standard Resolution
To add the contents of the Service Request form Resolution field as a new standard resolution for the standard description of the issue, select the Update Standard Resolution check box. You might need to add this resolution for the standard description of this service request because it provides the information to resolve the request or it might be an alternate method of resolving the request.
To close all tasks linked with this service request, select the Close Tasks check box. When you have resolved the service request, you might want to close all linked tasks because these tasks are no longer required.
Note: If linked records, such as linked tasks, are assigned to a staff member who is higher in the role hierarchy than the staff member who is closing the record, these linked records might not be closed if the Private sharing model is applied on the linked object. By default, BMC Remedyforce has configured the Private sharing model for the
Taskobjects, but system administrators can configure the Private sharing model for
Change Request, Broadcast,and
Close Linked Incidents
If you have linked incidents with the record, select the Close Linked Incidents check box to close those incidents. The value in the Resolution field of this record is appended to the Resolution field of the linked open records.
- 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
Incidentobject. 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.