Difference between resolved and Closed notification
The requester notifications are sent for two status: 'Resolved' and 'Closed'
Both 'Resolved' and 'Closed' are default completed statuses. When a technician provides a solution that he thinks will solve the issue, he/she can set the request to the 'Resolved' status (Here, the technician uses this when no confirmation is received from the requester).
The requester can try out the solution and close the ticket or ignore it and resolved requests can be closed after a period of time if there is no response from the requester. This can be configured in Request Closure Rules.
'Closed' status can be used by a technician when he's provided a solution and has got the confirmation from the requester that the issue has been solved (maybe on a phone call or chat).
If you do not want closed requests to be reopened by requester's responses, please visit Admin > General Settings > Self-Service Portal Settings and modify settings such as "When the requester replies through E-mail / Portal to the closed requests. Perform the following:".
New to ADSelfService Plus?
Related Articles
To reopen resolved ticket by requester reply.
* Navigate to Admin -> Self Self Service Portal settings * Enable "Allow requesters to reopen their own requests" by choosing "Yes" (This option is interrelated to open resolved request on requester reply) * Save changes and check the status.Query to show total number of calls received and resolved per month (MSSQL & PGSQL )
Tested in build PGSQL (14300) and MSSQL (14306) PGSQL & MSSQL: SELECT count(wo.workorderid) "Total Created", count(case when wo.completedtime >= <from_thismonth> AND wo.completedtime <= <to_thismonth> THEN 1 ELSE NULL END) "Closed" FROM WorkOrder wo ...Request closed by and Resolved by from history
This report is used to find the closed by and resolved by technician from the history. In some cases the request may be assigned to some technician and it is closed by a different technician. This information is captured in the history. To make any ...Query to show tickets that are in resolved status for more than 1 hour ( MSSQL)
Tested in build MSSQL (14306) MSSQL: SELECT wo.WORKORDERID AS "Request ID",ad.ORG_NAME AS "Account" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID INNER JOIN Accountsitemapping asm ON wo.siteid=asm.siteid INNER JOIN ...Query to show Created, Pending and Completed Requests ( PGSQL & MSSQL )
Tested in build PGSQL (14300) and MSSQL (14306) PGSQL & MSSQL: SELECT count(wo.workorderid) "Total Created Last Week", count(case when std.ispending='1' THEN 1 ELSE NULL END) "Pending from Last Week", count(case when wo.completedtime >= ...