2-Part Call Close Process
2 part, or 2 stage ticket closure ensures that although the issue has been resolved, it is reviewed and formally closed by an analyst with the appropriate closing permissions.
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
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