Helpdesk Resolution, Closure and Reopen
Summary
Dedicated actions set Resolved, Closed and Reopened and produce corresponding timestamps, activity evidence and events. Resolution and closure mark open SLA records met.
Audience
Employees, agents, HR administrators, product, QA and support.
Business Purpose
Record completed work, distinguish completion from administrative closure and permit continued work after reopening.
Actors
Agents or administrators invoke completion actions; requesters receive resolved/closed notifications; assignees receive reopened notifications.
Business Process
Responsibilities
Agents should verify completion before resolution and follow approved closure criteria. Product owners must define requester acceptance and reopening conditions if required.
Business Rules
Resolve records the resolution timestamp. Close records the closure timestamp. The dedicated reopen action clears closure time but retains resolution time. Resolved and Closed mark outstanding SLAs met. No mandatory resolution text is required.
Integrations
Notification Service targets the requester for resolved/closed events and the assignee for reopened events. Reporting uses resolution duration and status counts.
Limitations
No enforced predecessor state, requester confirmation, auto-close window, resolution code, closure reason, reopen reason or SLA reset exists. The generic status action can bypass dedicated behaviors.
Requires Confirmation
Completion criteria, requester acceptance, auto-closure, reopened SLA treatment, authority to close/reopen and retained resolution timestamp semantics require confirmation.
Source References
microservices/src/helpdesk-service/Api/HelpdeskEndpoints.csmicroservices/src/helpdesk-service/Domain/HelpdeskEntities.csUI/salary-ui/apps/client-hrms-portal/src/pages/admin/OperationsAdminPages.tsxmicroservices/src/notification-service/Application/EventNotificationResolver.cs
Reference Content
The dedicated resolution, closure and reopen behavior, timestamps and SLA completion above are the verified completion reference.
Related Articles
See Also
Keywords
Resolve ticket, close ticket, reopen ticket, completion timestamp, SLA met.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.