Mark the service request as Completed when the reported issue has been dealt with and the necessary work has been done. Before completing it, check the description, completion comments, related tasks, additional fields and signatures. Completing a task does not always complete the service request.

Requirements for completion

In the browser, you need permission to edit the request or separate permission to mark it as completed. Permission only to view, comment or add attachments is not sufficient. Separate completion permission may allow you to change the status even if you cannot edit the basic information. Ask a user with edit permission to fill in any missing information. See service request visibility and permissions.

  • Saved completion comment: the request must have at least one comment. An existing saved comment meets the completion requirement; a separate new final comment is not always required. However, update the comment if it does not explain what was done about the issue. A signature, attachment or discussion with an external party does not replace a comment.
  • Required additional fields: the information required by the category is checked when completing the request, even if changes to an unfinished request could be saved without it. Also check whether the category requires a Spot.
  • Signatures: when completing a request manually, the required signatures must have been provided. If the category has active signature requirements, these determine which signatures are checked. Otherwise, the requirements defined separately for the request are checked.
  • Related tasks: all tasks must be completed when the category's After transferring to tasks setting is Mark the service request complete when all tasks have been marked complete. In this case, the tasks must be completed. Tasks in review qualify only if the service-wide setting allows them to count as completed; this is allowed by default. A cancelled task does not meet the requirement. If the request has no tasks, the task requirement does not prevent completion. With other transfer settings, unfinished tasks do not prevent you from completing the service request manually.

Permission restrictions on the task list may prevent you from seeing all the work related to the request. If the application notifies you of this, check the situation with an administrator before completing the request. The completion requirement also applies to tasks you cannot see.

Complete a request in the browser

  1. Open Service requests and open the correct request. Read the description and check the related work and its statuses on the Tasks tab.
  2. If a completion comment is missing or needs updating, open the Comments tab. Enter a Completion comment and click Save new comment. Make sure the comment appears in the comments table before changing the status. Text in the input field alone is not sufficient.
  3. Check Additional fields on the Basic info tab and fill in the required information. Check the necessary attachments and the requirements on the Signatures tab.
  4. Select Basic info → Status → Completed.
  5. Click Save or Save and close at the bottom of the form. The first keeps the request window open; the second closes it after saving successfully.

If saving is blocked, correct the reported issue and save again. The comment is saved separately, so it may already have been saved even if the status change fails. Check the comments list before adding the same comment again. For more information about communication, see service request comments and communication.

Responsible workers and Kanban

Responsible workers identifies the role responsible for handling the request. It is required in the In progress status. Selecting Completed on the standard edit form does not itself require responsible workers.

In the browser's Service requests → Kanban view, you can drag the request card to the Completed column if you have edit permission. If a comment or responsible workers are missing, a window opens for the missing information. Add the missing completion comment there and select responsible workers, or use the Mark the service request as complete without a responsible option according to your company's procedures. Click Save.

The option to complete a request without responsible workers is in this Kanban window. You do not need to look for it beside the Status field on the standard edit form. Completing a request in Kanban does not bypass the other completion requirements; open the request to correct additional fields and signatures if necessary.

Complete a request on Android or iOS

Open the mobile application's Service requests view and the correct request. Completing a request on mobile requires permission to handle it. Permission to handle an ongoing request is based on the user's role being included in the request's responsible workers. The browser's separate completion permission alone does not guarantee access to the mobile completion button.

If the request is Open or On hold, select Actions at the bottom of the request details view. Select the responsible person and tap Set to In Progress. This starts handling the request. Access to this action depends on your permissions; permissions for open and On hold requests are managed separately. If the action is missing or unavailable, ask an administrator to check your permissions.

  1. Check the related tasks and the request details. Edit missing additional information using the pencil button in the Additional field information section.
  2. Check the request's Comments. If necessary, add a completion comment using the plus button below Comments and save it in the window that opens. Make sure the comment appears among the saved comments.
  3. Provide any missing signatures using Sign on Android or SIGN on iOS at the bottom of the details view. You can check signatures already provided using VIEW SIGNATURES.
  4. Tap Complete at the bottom of the details view and confirm completion.

Both Android and iOS check for a saved comment and check the signature status before completion. The confirmation asks whether you want to mark the service request as done. The server also checks the completion requirements, so confirmation alone does not yet mean that completion has succeeded. Android displays the Marked as done notification on success and closes the details view; iOS returns to the previous view after saving successfully. Finally, check the request's saved status.

When is a request completed automatically?

The category's After transferring to tasks setting distinguishes three ways of handling the request:

  • Mark the service request as complete immediately: transferring the request to a task completes the request even though the task has not yet been done. A comment is added about the transfer. This is the default option for a new category.
  • Mark the service request complete when all tasks have been marked complete: completing a related task triggers a check of the statuses of all the request's tasks. The request can be completed when every task meets the task requirement described above. Moving a task to In review alone does not trigger this completion.
  • Do not do anything. The service request will later be marked as completed manually: transferring the request to a task does not complete the request.

Both methods of automatic completion based on tasks bypass the service request's signature check. They do not mean that the signatures have been provided. The comment and required additional field requirements may still prevent completion. Always check the request's own status even after the tasks have been completed. The steps for transferring a request to a task are described in forwarding a service request and transferring it to a task.

What changes when a request is completed?

Completed ends handling of the request but does not delete the request, its comments, attachments or related tasks. Completing a service request does not mark its tasks as completed. A completed, cancelled or forwarded request cannot be reopened by changing its status.

The completion time is saved when the request is completed. When it is completed manually, the user completing it is saved under Completed by. Completed by is different from Responsible workers: the first identifies the user who completed the request, while the second identifies the responsible role. Automatic completion triggered by task completion does not set a completing user for the service request.

The system stops all ongoing time entries for the request when it is completed. Cost rows are created if the request has products or travel expenses, or a positive number of hours with billable hours enabled for at least one user who logged time. Cost creation therefore depends on the recorded information and settings; the Completed status alone does not guarantee cost rows.

Warehouse transactions are created in the background for the request's products, and product costs are updated based on the processing. Warehouse processing requires a usable product and valid warehouse and warehouse location information. The selected purchase batch and the service's spare part usage settings determine whether any missing quantity can be taken from other batches or other locations in the same warehouse. If there are not enough products, the transaction may be left with a stock balance error. The Completed status alone therefore does not ensure that the stock balance is correct.

Completion notifications are sent according to settings and subscriptions. Email to the reporter or supervisors depends on the service request notification settings. An internal completion comment is not itself a separate message to the customer.

The public reply page associated with a request marked as completed, cancelled or forwarded can no longer be opened. Take care of any follow-up communication before completing the request.

Verify the result

Open the request again and check that its saved status is Completed. In the browser's Service requests → Datatables view, you can display the Completion time and Completed by columns using the column icon menu in the table's header row. Check the completion time and, for a manually completed request, the user who completed it. The Completed column in Kanban shows only requests completed during the last month; an old card disappearing from it does not mean the request has been deleted.

On the request's Logged work hours tab, check that time tracking has stopped, and on the Work costs tab, check the costs created. If necessary, see reviewing hours and costs. If you used warehouse products, also check the warehouse transactions, quantities used and any stock balance errors after background processing. The guide investigating warehouse transactions and stock balance errors helps you interpret the transactions.