We like the current process of having the requestor close the request after the technician has submitted a resolution.  That way, the requestor can't accuse the technician that they closed the request before it was actually resolved.

The problem is that if the requester doesn't close the request it will sit idle forever in the "Completed Requests" area.  This forces the technician to periodically review the resolved requests and send reminders.

Is it possible to send reminders to the requesters that their request is still open and requires their action to close the request?

thanks,

Alan