When a job has been resolved and is no longer an issue to the client, it is necessary to remove the job from the job queue that it is on and set it's status to "Closed". A job may be closed from the Job details screen by clicking on the red button from the action toolbar.
Once a job is closed, it can no longer be updated. If you need to update details about the job, you will need to re-open the job. If this is the case, be mindful that re-opening a job will change date and time information, thus affecting reports and SLAs, as well as potentially triggering automations and other workflow that you may have configured via the Priority Manager.
In order to close a job, you must use the specific job status of "Closed". Although this may be renamed, HelpMaster only recognized this one job status as the status that will actually close the job.
When jobs are closed, they will appear in the "Closed" section of the Explorer screen, in the job queue of the person that the job was assigned to when it was closed.
In the event that a job is closed while it is still assigned to the "unassigned" queue of a skillgroup, the following behaviour will occur.
The job is closed and the job screen will now display a closed message.
Note : A closed job may be reopened by staff members that have sufficient security privileges.
See also