Service Request Close

Employees and non-employees can create service requests using a self-service page, or an agent can create a service request for a requester based on the agent's knowledge of an existing problem. Once either a requester or the agent creates a service request:

• The agent can send a technician to resolve an easy problem without a work order, such as adding toner to a printer or moving one piece of furniture in an office, or the agent can resolve a problem, such as changing a user's ID.

  Once the agent or technician resolves this type of service request, the agent adds a note about the work performed, changes the status to complete, and saves the page, which automatically sends an email informing the requester that the service request is complete and that the request will be closed in N days. The number of days until the service request is closed (N days) is set up in the service request business unit Definition page. The requester can:

  • Click the link in the email to access the self-service service request update page and reopen the service request.

  • Manually change the status of the service request to closed.

  • Allow N days to pass and the system closes the service request automatically.

    Note:

    All service requests with a status of complete are closed automatically whenever the Work Order Close batch process is run on the date the number of close days expires for the service request (the process must be run with the Transaction Type field set to All or Service Request). Typically, the Work Order Close process is run once or twice a day depending on volume.

• If the agent cannot easily resolve the problem, the agent can create a work order to resolve it.

  When either the technician or the agent changes the status of the work order to complete:

  • A notification is sent to the requester providing a summary of work performed and the number of days before the service request automatically closes.

  • If the requester reopens the service request within the allowable number of days before the close, the agent can close the service request and create a new service request and a new work order.

For example, the value in the Days to Close field is 20 for service request business unit SRBU1 and the following service requests are marked complete on the dates in the following table:

Service Request	Completion Date	Service Request automatically closes on:
SR001	01/01/2005	21st January 2005 Note: The requester or agent can manually close this service request on or before this date.
SR002	01/10/2005	30th January 2005 Note: The requester or agent can manually close this service request on or before this date.
SR003	12/31/2004	19th January 2005 Note: The requester or agent can manually close this service request on or before this date.

Once a service request is canceled or closed, the fields in the service request are display only.