Close a request record

Security Role: Request Coordinator

After request fulfillment and review, you can close the request record.

Note If a service desk agent moves an interaction to the Withdrawal phase, the corresponding linked fulfillment request (if any) will be automatically moved to the Closure phase with the “Withdrawal requested by customer” closure code. In addition, all the request tasks in the request record will be cancelled automatically.

To close a request, follow these steps:

  1. In the System Navigator, click Request Fulfillment > Request Queue or Search Requests.
  2. Locate and open the request record that you want to close.

  3. Click the Close button.

  4. Enter or change the subcategory for the request.
  5. Select the appropriate closure code.
  6. Enter the closure comments.
  7. Click Finish. The request record is now successfully closed.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used.  Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

Related topics

Request Fulfillment workflows and user tasks

Example: Search for a record

Related topics

Reopen a request record