I want to start asking my team to mark a call as Resolved and then allowing the auto-closure to work after a set number of days.  However my team are so used to entering the description, entering the resolution and closing the call at the same time as logging it.  This is killing my resolution time reports as Created Time and Closure time are the same, so don't reflect the actual time taken to resolve the issue.  I'm hoping that breaking the habit by enforcing the resolved status will stop this.

Also I haven't been able to switch on Closure Codes to see how they work as I've currently not got a test environment to try it, so can you please confirm if the Closure Code is set at the point you mark a Request as Resolved or Closed?

If at Closed status, how are people able to use them when also using Auto Closure?

All hints and tips much appreciated.