> For the complete documentation index, see [llms.txt](https://docs.alemba.com/asm-hermes/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.alemba.com/asm-hermes/itsm-solutions/asm-solutions/2-part-call-close-process.md). # 2-Part Call Close Process ## What is 2 Part Call Closure? The term 2 part call closure refers to a two-stage process for closing tickets (Incidents, Problems, MI, etc). It will apply to all calls in each partition where it is configured. If your system is not partitioned, then it will simply apply to all calls (tickets). ### Part 1: Resolution Stage Initially, a call is "Resolved" by an analyst. In this stage, analysts have the permission only to resolve the call, not to close it. This ensures that all issues are methodically addressed before proceeding to the final closure. ### Part 2: Closure Stage After the resolution, the call moves to a Closure Stage rather than being closed by the initial analyst. It is then directed to: * A designated closing analyst, Call status = **Forward to You for Close** * The original logging analyst, Call Status = **Forward to You for Close** * A specified closure group for final approval and completion, Call Status = **Forward for Closure** ## Planning your 2-Part Call Close Process Determine what your 2-part closure rules will be (carefully consider analyst and group overhead): * **Logged by** to send the ticket back to the logging analyst to complete the closure process * **Log Group** to send it back to the group queue that logged the ticket * **Closure Group** to send it to a predefined Call Close Group that will carry out the closure actions. ## Implementing your 2-part closure process Configure the System Administration settings to support your 2 part close process (the links below will take you to the correct product documentation page). [System Admin Settings/Closure Group and Closure Setup](https://docs.alemba.com/asm-hermes/setup-and-configure-asm/configuring-your-system/system-administration-settings/ipk-and-workflow/incident-problem-and-known-error-ipk-management/ipk-settings-partitioned) * [Closure Method Options](https://docs.alemba.com/asm-hermes/setup-and-configure-asm/configuring-your-system/system-administration-settings/ipk-and-workflow/incident-problem-and-known-error-ipk-management/ipk-settings-partitioned#closure-method-options) * [Closure Rules Options](< https://docs.alemba.com/asm-hermes/setup-and-configure-asm/configuring-your-system/system-administration-settings/ipk-and-workflow/incident-problem-and-known-error-ipk-management/ipk-settings-partitioned#closure-rules-options>) * [Closure Reason Linking](< https://docs.alemba.com/asm-hermes/setup-and-configure-asm/configuring-your-system/system-administration-settings/ipk-and-workflow/incident-problem-and-known-error-ipk-management/ipk-settings-partitioned#closure-rules-options>) * [If using a Closure Group, specify a closure group](https://docs.alemba.com/asm-hermes/setup-and-configure-asm/configuring-your-system/system-administration-settings/ipk-and-workflow/incident-problem-and-known-error-ipk-management/closure-groups) {% hint style="info" %} I**f you select “Comments” as the option**, ensure you have given “Closure Comments” to the analysts IPK Security roles that will be responsible for closing calls. If no one has this permission, there will be no one to review and close the calls. **New Call statuses** relating to this option on the Calls Outstanding window are **Forward for Closure** and **Forward to You for Close** {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.alemba.com/asm-hermes/itsm-solutions/asm-solutions/2-part-call-close-process.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.