Closure Categories
This background table holds a record for each closure category value that can be selected in request records. Closure categories have been configured for incidents, service requests, problems, change requests, and releases. In these requests, the user is typically prompted to select a Closure Category when changing the Status to Closed or some other terminal status. This information is then used in reports to provide information about what the most common closure categories are.
Closure categories and related fields can be turned off by navigating to the ITIL Functions table and setting the Function Turned On field to No. That will hide the closure categories fields from the tables where they are used.
Each record stores the types of requests for which the closure category should be available. Each closure category also has an Owned by Team, which is used to restrict users outside that team from editing the record.
Default Closure Categories with the request types for which they are available are shown below.
| Closure Category | Associated Request Types |
|---|---|
| Service Interruption | Incident |
| Self-Repaired by Monitoring System | Incident |
| Lost item replaced | Incident,Service Request |
| Faulty component replaced | Incident,Problem,Change Request,Service Request |
| Provided user with direct training | Incident,Service Request |
| Users need training in this area | Incident,Service Request |
| Rejected by Approvers | Change Request,Release |
| Canceled by Requester | Incident,Change Request,Service Request |
| Replaced with another RFC | Change Request |
| Partially completed, partial rollback | Change Request,Release |
| Rolled Back after Failures | Change Request,Release |
| Completed with Failures | Change Request,Release |
| Completed Successfully | Change Request,Service Request,Release |
| User Error | Incident,Problem,Change Request,Service Request |
| This user needs training | Incident,Service Request |
| Software Failure | Incident,Problem,Service Request |
| Hardware Failure | Incident,Problem,Service Request |
Usage and Reports
The Closure Category appears as a drop-down list in the request tables and is filled with an appropriate value when completing the request. An example from the Change Request table, showing the values available for a change request, appears below.
A report running on the Change Request table reports on all completed change requests by closure category. A similar report exists on the Service Requests table, as well as one on the Incident table.
