Closure Rules ensure that service agents cannot resolve or close a ticket unless certain predefined conditions are satisfied. This rule helps to regulate the business rules in a service desk for ticket resolution. Using closure rules, you can ensure all agents are following ticket closure rules across all the clients.

Before you begin

An agent must have Edit ticket properties permission to close a ticket. You can add the permission from Admin > User Management > Roles > Agent Roles page.


Conditions enforced by closure rules

A ticket cannot be resolved or closed if:

  • A time entry has not been added.

  • All associated tasks have not been completed.

  • All child tickets have not been resolved or closed.

How to enable closure rules

To enable closure rules:

  1. Navigate to the Admin tab.

  2. Go to Service Management > Service Desk Settings > Closure Rules.

  3. Enable the required conditions by selecting the corresponding checkboxes:

    • Time entry should be added

    • All associated/linked tasks are complete

    • All child tickets are either closed or resolved

Closure rule exceptions

Closure rules are bypassed in the following scenarios:

  • Merging tickets: The merged ticket will be closed automatically.

  • Workflow/Scenario Automations: If a rule moves a ticket from Resolved to Closed, it overrides the closure rules.

  • Email Commands: Tickets will not be Resolved to Closed even if an agent uses an email command to do so; the email is added as a note.

  • Scheduler Actions: Automated schedulers moving tickets from Resolved to Closed will bypass closure rules.

  • Ticket Import: Imported tickets marked as Resolved to Closed are not subject to closure rules.

Default behavior for new accounts

For new accounts, closure rules are enabled by default for Incidents with these conditions:

  • All associated/linked tasks must be complete.

  • All child tickets must be resolved or closed.