Request Closing Rules
SupportCenter Plus allows you to define various rules for closing a request such as mandating fields, confirming user acknowledgment, automated transitions based on tasks or dependent requests, and automated closures.
To define closure rules:
Go to Admin>>Helpdesk Customizer>>Request Closing Rules.
Based on your requirement, configure closing rules as described below.
Mandating request fields for closing a request | To mandate fields for closing a request, click the checkboxes against the fields of your choice. |
Confirming user acknowledgment when closing a request | Select Yes, prompt a message radio button to prompt a message. This is selected by default. To disable the prompt, select No, don't prompt a message radio button. |
Transition checkbox: When all the associated tasks are completed, Move the request status to | Check this to automate transition of a request to Closed or Resolved state when all tasks under the request are completed. |
Transition checkbox: Request should be completed only if its dependency requests are completed. | Check this to allow the transition of request to any completed status only when the dependent requests are completed. This is selected by default. |
Resolved to Close transition radio buttons: Manual Close or Automated Close | To automatically close a resolved request after a certain number of days, select Automated Close and select a number of days. By default, manual close is selected. |
Transition checkbox: Close requests automatically if approval is denied. | To automatically close requests when the approval status is denied. Using this option, you can also configure, closure after a certain number of days, closure code, closure comments, resolution, change task status to Closed/Resolved or delete pending tasks. |
Typical Closure Rule:
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