Interaction closure (SO0.4)

The interaction closure process occurs when an interaction is resolved by the Service Desk without escalation or solved when a related incident, change, or request is resolved. Based on user preferences, the Service Desk communicates the solution to the user by phone or email.

Close a first time resolved Service Desk interaction

You can close a Service Desk interaction record without escalating it to an incident if you are able to resolve the issue immediately. Depending on your company policies, you may also need to document the solution in a knowledge base for future use.

To close a first time Service Desk interaction, follow these steps:

1. Use search or advanced search to find one or more records.
2. In the "Interaction Details" section of the Service Desk interaction form, select the closure code and type a solution for the interaction.
3. Click Close Interaction.

Close an existing Service Desk interaction

You can close an existing Service Desk interaction record if the user accepts the proposed solution. If you or the user disagree with the proposed solution, do not close the interaction. Instead, resubmit the related incident for further investigation. Depending on your company policy, you may also need to document the interaction's solution in a knowledge base for future use.

To close an existing Service Desk interaction record, follow these steps:

1. Click Service Desk > Interaction Queue. Service Manager displays the list of open interactions.
2. Locate the Service Desk interaction record that you want to close.
3. Use the contact for this interaction to determine which user to notify of the solution.
4. If the user accepts the solution, select a closure code, and then click Close Interaction. If the user rejects the solution, reopen the related incident or create a new incident, and then link the incident to the unsolved interaction.

Related topics

Service Desk overview
User Interaction Management
Service Desk workflows and user tasks