How do I close a service request?
Here's how you can resolve a service request.
You can use rich-text to create SmartText entries in request message fields by enabling HTML. Other fields, such as Problem Description and Solution Description only support plain text.
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Open the Service Request Overview page for the service request you want to resolve.
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In the Action Bar, enter Resolve.
You can also enter synonyms such as Close or Complete.
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Select Resolve Service Request from the list of suggested actions.
The Resolve Service Request panel is displayed.
Note:The values in the drop-down lists in the Resolve Service Request panel are configured by your administrator. The following steps are an example of the resolve flow based on the ready-to-use data provided in the application. You need to select the appropriate values for the service request. For example, when resolving a service request where a knowledge article helped solve it, select the following values for steps 5, 6, and 7.
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From the Status drop-down list, select Resolved (selected by default).
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From the Outcome drop-down list, select Solution Provided.
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From the Resolution drop-down list, select Knowledge Article.
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From the list of knowledge articles (if some knowledge articles are already linked to the service request), select the articles that resolved the service request.
Note:The list of linked knowledge articles is displayed only when you select Solution Provided outcome and Knowledge Article resolution.
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In the Solution Description field, enter the details explaining about the solution of the problem.
You can insert SmartText by typing # to display a list of plain SmartText entries, and type-ahead to progressively search and filter this list.
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Click Resolve.