To close an Issue:
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Go to “Issues” on the left hand menu and click into the relevant Issue
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Click on the status field on the top right side of the page and select “Closed” from the drop-down list
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You will be prompted to select a resolution for the Issue. Details on the resolution options can be found here:
Test case: An Issue which was sent and or received for testing purposes
None-case: An Issue in which the matter is out of the scope of concern
No follow-up: An Issue in which the User has requested more information or action and did not receive a response from the Reporter
Done: An Issue that has been investigated and completed
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Next, you can select the data retention period for this issue i.e. how long you want to keep the data. More details can be found here How does the data retention work?
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When both selections are made, you can close the issue by clicking the “Close” button
- You can filter out each of these resolutions in your analytics report. It can be particularly useful for ‘Test cases.’ You may be able to present all the relevant cases excluding the test cases.
- The conversation with the reporter must be closed first before you can close the Issue How do I close the conversation with the Reporter?. Otherwise an error message will appear. This allows better control through a 2-step action.
- An Issue’s status can be changed from Closed back to In Progress or New. With the default workflow status, if the data retention period has already been set for closed Issues, it would be automatically cleared when you change the Issue’s status to In Progress or New.