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Version: 8.4.X

Resolving and Closing a Request

Resolving a Request​

If similar requests are received for a single department, their status can be changed to Resolved all together in one go.

For Example, if in an Organization the new joiners require a mousepad or laptop bags and they all create a request for the same concern. A bulk action Resolve can save time rather than closing the tickets individually.

To resolve multiple requests in one go:

  1. Select the desired requests
  2. Click Take Action.
  3. Select the Resolve option from the dropdown.
  4. A confirmation message appears. Click Yes to continue or click No to discard the action.

Bulk Action Resolve

A bulk action- Resolve will be performed and selected requests’ status will be changed to Resolved.

Status Change

Once a request is resolved, you can close or reopen it either from the portal or via email.

Closing a Request​

There are a multiple ways to close a request.

  • Closing a single request from the list page: Click on the status of the desired request and select Closed as shown below.

Closing a request from the List page

  • Closing multiple requests from list page: Select the desired requests, click Take Action, and Close them at once.

Selecting and Closing Multiple Requests

  • Closing request from details page: On the details page, you have two options to close the request: By changing the status or by clicking the Close Request button.

Closing Request by Changing Status

Close Request button

On clicking close, a confirmation message appears. Click Yes to continue or No to discard the action.

  • Closing Request via Email Notification: You can close requests from notifications sent via Email using the Email Command method. To do so, the 'Close Request via Mail' placeholder must be added in the email notification template as shown below.
note

To close a Request, the Allow Requester to Close Request permission must be enabled from the Support Portal Setting.

Close Request button

Once the placeholder is set, an email notification like the one below is received when a request is resolved.

Close Request button

Click Close Request and the email app will open containing the command to close the resolved request.

Once this email is sent, a confirmation message will appear stating, "Your Request has been Closed successfully".