Request Closure (process SO 3.6)

Once the Service Request activities are completed, the Financial Management process might be involved for fulfillment cost billing. When the closure action happens, request categorization should be checked and confirmed. When a request is closed, Service Desk will be notified of the completion status, and the Service Desk will communicate with User or Requester on the fulfillment result. User satisfaction survey can also be carried out for some requests.

The following user role can perform Request Closure:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Request Coordinator

Details for this process can be seen in the following figure and table.

The Request Closure workflow is illustrated in the following figure:

Request Closure process
Process ID	Procedure or Decision	Description	Role
SO 3.6.1	Fulfillment cost billing	The Financial Management process will need to be notified of any costs incurred by the fulfillment activities.	Request Coordinator
SO 3.6.2	Closure categorization	When the closure action happens, request categorization will be checked and confirmed. If the categorization subsequently turns out to be incorrect, Request Coordinator will update the request record so that a correct closure categorization is recorded for the request. Request Coordinator can ask for advice or guidance from the fulfillment groups as necessary.	Request Coordinator
SO 3.6.3	Service request closure	When the Service Request is formally closed, Service Desk will be notified of the completion status and the related Interaction will be updated accordingly (SO 0.4.1). Service Desk then communicates with User or Requester on the fulfillment result. In case User or Requester is unsatisfied with the fulfillment result, the request record may be re-opened.	Request Coordinator
SO 3.6.4	User satisfaction survey	A user satisfaction survey can be carried out for the agreed percentage of closed requests.	Request Coordinator

Request Closure process

Process ID

Procedure or Decision

Description

Role

SO 3.6.1

Fulfillment cost billing

The Financial Management process will need to be notified of any costs incurred by the fulfillment activities.

Request Coordinator

SO 3.6.2

Closure categorization

When the closure action happens, request categorization will be checked and confirmed. If the categorization subsequently turns out to be incorrect, Request Coordinator will update the request record so that a correct closure categorization is recorded for the request. Request Coordinator can ask for advice or guidance from the fulfillment groups as necessary.

Request Coordinator

SO 3.6.3

Service request closure

When the Service Request is formally closed, Service Desk will be notified of the completion status and the related Interaction will be updated accordingly (SO 0.4.1). Service Desk then communicates with User or Requester on the fulfillment result. In case User or Requester is unsatisfied with the fulfillment result, the request record may be re-opened.

Request Coordinator

SO 3.6.4

User satisfaction survey

A user satisfaction survey can be carried out for the agreed percentage of closed requests.

Request Coordinator