Closing a Service Request

The amount of time that a service request is in Submitted, Active, Approved, or Waiting for 3rd party status prior to being fulfilled or closed is the Service Request Delivery time. When the service request fulfillment or closed time exceeds the time defined for a type of request offering to be resolved, its status is shown in the resolution target area of the Service Request form. Service request delivery can provide up to four increasingly urgent levels of escalation—1st, 2nd, 3rd, and breach.

To end a ServiceReq delivery escalation, update the status of the service request to Fulfilled or Closed.

• Fulfilled. The service request has been fully complied with and all tasks have been completed.
• Closed. The service request has been completed, although some tasks might not have been finished.

If the service request is in approved, submitted, or waiting for customer status, the service request waiting escalation runs. To respond to this escalation, Close or Cancel the service request.

If there is no further communication from the requester upon receiving notification about a fulfilled service request, the service request is automatically closed after three business day (default), but this time can be customized to meet your organization's business rules.

By default, HEAT restricts closed service requests from opening.

Self Service users should create a new request instead of attempting to re-open a closed request.

Service owners can enable authorized users to re-open a closed service request by adjusting the security permissions of the service request object. See Object Permissions.