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

• Closure Method Options

• Closure Rules Options

• Closure Reason Linking

• If using a Closure Group, specify a closure group

If 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