Closing items

The procedure for closing an item is as follows:

Change the status to Completed.
Select the appropriate pre-defined resolution code.
Each completed item must have appropriate resolution comments added. The NetSupport ServiceDesk database holds a list of pre-defined solutions and you can select one of these or create a new one. Select Add Solution from the toolbar. The Solution Search window opens.

To find an existing solution, enter suitable criteria in the search fields and click Search. Any matching items will be displayed. Select the required solution from the list and add any additional comments that may be specific to the item. Click Add to xxx to apply the Solution.

If a suitable option does not exist, click New and add the relevant details. Choose the appropriate categories and click Save to add the details to the database. Comments relevant to the individual item can be added afterwards rather than save them as part of the stored solution. Click Add to xxx to update the item.
If this item is linked to other items and is the master item, you will have the option to close linked items as well.
When all details are complete, click Save. Closed items can still be viewed in the item list by checking the Show Closed option.