Can I manually close a Help Desk Request?

A help desk request is closed automatically when the Auto-Close HR Help Desk Service Requests or Auto-Close Internal Help Desk Service Requests scheduled process runs as scheduled. Users can't manually close a help desk request.

The auto-close process closes help desk requests that were resolved a specified number of days ago. The number of days for this scenario is set using the SVC_ISR_SR_IN_RESOLVED_DAYS and SVC_HRHD_SR_IN_RESOLVED_DAYS profile options. These mentioned scheduled processes also resolve requests that have been in waiting status for specified number of days. The number of days for this scenario is set using the SVC_ISR_IN_WAITING_DAYS and SVC_HRHD_IN_WAITING_DAYS profile options.

Note:

You can see a list of closed help desk requests by using advanced search, but you can't manually set the status of a request to Closed. Also, after a help desk request is closed, you can't edit the request, add a message, or reopen it.