Closing a Problem

If a requester is completely satisfied that his/her problem has been attended and completely solved, then the problem can be closed.

To close a problem:

1. Log in to ServiceDesk Plus On-Demand using your user name and password.

2. Click the Problems tab in the header pane.

3. Click the Title of the problem in the Problems list page. This opens the problem details page.

4. Click on the Edit button .

5. From the Status drop down menu select the Closed option

You can reopen a problem from the closed state to open state. To do this, open the closed problem that you wish to reopen by clicking the edit button. Then change the status field from Closed to Open and save the changes. When a problem is opened from the closed state, you can change the Due By time of the problem. Also, the closed date is removed once the request is reopened. When this request is finally closed, the completed date is updated and the time taken to close is recalculated taking the reopened period into account.

To view the closed requests

1. From the Problem list page, select Closed Problems from the Filter drop-down menu. This lists all the closed problems.

2. To view the closed problems which were assigned to you, select My Closed Problems.