technician able to close requests

I have just licensed and installed SD+5 and am only beginning to configure it and fully test it. (just did a very brief peek at the trial version and liked it!!)

starting with just one 'request' I was attempting to see the process my technicians would use to complete the jobs...

first, is there a way for all open requests to be seen by all technicians and allow them to "self assign" to the request... in other words, all technicians do all types of calls, so auto channeling network problems to technician joe won't work... etc.

secondly, we need the technician to be able to 'close' the request when the job is finished... my end users will NEVER go back to previous requests and close them - it is enough to get them to enter it online in the first place without just grabbing someone in the hallway...

oh, did I mention we are a small IT department in a small community college...

thanks for your help