--- title: "Closure Code" slug: "closure-code" updated: 2025-12-23T11:54:51Z published: 2025-12-23T11:59:00Z canonical: "help.symphonysummitai.com/closure-code" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Closure Code **What is a Closure Code** Using this menu, the admin can configure Closure Code based on the organizational needs. The Closure Codes defined by you are available to the Analysts while closing enquiry call records or while creating/submitting Incidents or Service Requests through a Call Record. When can you configure Closure Code? You should configure or update Closure Codes when setting up a new Department, onboarding a new support process, or refining existing categories to align with evolving service desk practices, etc. **Prerequisites** The Administrators can enable the **Closure Code** menu at the Role Template level. If enabled, the users mapped to the role template can view **Closure Code** sub menu and also, the users can configure the closure codes. To enable the Closure Code sub menu, perform the following steps: 1. Select **Admin**> **Basic** > **Users** > **Role Template**. **Role Template** page is displayed. 2. Click **Filters** on the **Action** panel. The **Filters** pop-up page is displayed. 3. Select the required **Domain** from the drop-down list and click **SUBMIT**. A list of configured Role Templates for the selected Domain is displayed. 4. Select the required **Role Template** from the list. The **Role Template - Menu Configuration** page is displayed. 5. Click **Call Management** under the **Modules** section. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rt.png) Figure: Role Template - Menu Configuration 6. Under the **Admin** menu, select the **Edit** check box of **Closure Code** to provide the edit and view access. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Role Template.png) Figure: Role Template - Menu Configuration > [!NOTE] > Note > > By default, **View** checkbox is selected, when Administrator selects the **Edit** checkbox. As an Admin, you can perform the following configurations in Closure Code. - [Configure Closure Code](/apex/docs/configuring-closure-codescall-management#configure-closure-code) - [Import](/apex/docs/configuring-closure-codescall-management#import) - [Actions](/apex/docs/configuring-closure-codescall-management#actions) ### Configure Closure Code Configuring Closure Codes ensures that every resolved call is categorized accurately, making it easier to track resolution trends, generate meaningful reports, and improve service quality. It helps in understanding how calls are typically resolved, whether by providing information, transferring, or escalating, enabling data-driven decisions and streamlined operations. To configure Closure Code, perform the following steps: 1. Log in to the application as an Admin. 2. Navigate to **Call** > **Configuration** > **Closure Code**. 3. On the **Closure Code** page, select the required **Department**. A list of configured Closure Codes are displayed for the selected Department. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cc(1).png) Figure: Closure Code 4. Hover on the Action Panel in the List page and select **+Add New** to configure a new Closure Code. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cc1(1).png) Figure: Closure Code List page 5. Enter a name for the new Closure Code in the **Closure Code Name** text box. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ccc.png) Figure: Closure Code 6. Select the **Default** check box to make the closure code a default closure code. Upon selecting this option and when a Call Record is closed it considers this Default value as a Closure Code. 7. By default, all the Closure Codes are enabled to be **Active** so that it displays on the List page. This is applicable for all the Call Closure Codes in the Application. 8. Click **Submit** to create a Closure Code in Call Management successfully. ## Import If you are setting up a Support Team and have a bulk of Closure Codes to be configured, the Import option on the Action Panel of the Closure Code configuration makes it easy and quick. You are enabled to download an Excel Template that allows you to enter the data in the columns that correspond to the Closure Code fields. Then upload values the same excel template as an attachment and configure Closure Codes in bulk. To Import Closure Codes, preform the following steps: 1. Log in to the application as an Admin. 2. Navigate to **Call** > **Configuration** > **Closure Code**. 3. Select **Department** in which you want to configure to the Closure Codes. A list of configured Closure Codes are displayed based on the selected Department. 4. Click **+Add New** to configure Closure Code. 5. Select **Import** by hovering on the **Actions** Panel of the Closure Code. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Import(1).png) Figure: Import 6. Click **Download Master Import Template** by hovering on the **Actions** Panel. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/call mgmt.png) Figure: Master Import 7. An excel template with name **CL_CLOSURECODE.xlsx** is downloaded to your local system. 8. Enter the Data in the template file as displayed in the figure below and save the file to your local system. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/det.png) Figure: Data in Template 9. Click on the upload icon on the Master Import page and attach the same file that was saved in the previous step. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/mi1.png) Figure: Master Import 10. Upon uploading, you can see the file name in the **Source** field. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753296505606.png) Figure: Source 11. Click **Submit** to Map the Columns. 12. Click **Select** to import the data. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753296486038.png) Figure: Import Closure Code 13. Map Columns to the Source, this represents if a value must be assigned during configuration and applicable for all the closure Closure Codes that is imported. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Map Columns.png) Figure: Master Import > [!NOTE] > Note > > You can choose to ignore the values while the mapping happens. Select **** option from the **Source** dropdown to not have all the values for the **Destination** Field that is mapped from the excel template file to the Closure Code configuration screen. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ig.png) > > Figure: Ignore Value 14. Click **Next** to review. 15. The values from the Excel is uploaded, you can select **Discard** to remove any Closure Code from the bulk upload process. This page also displays the total count of closure codes that you are configuring. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1753296405850.png) Figure: Upload Master **Error detection while uploading master file** If the data provided in the excel file has any conflict, then the system will display an error message. Example: In the below figure an excel file with two **Default** options were uploaded. The system identifies and displays an error message. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/upload fail.png)Figure: Upload Error Scenario 16. Click **Bulk Upload** to add the Closure Codes to the list page. A success message is displayed along with the record count that is imported. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sucess.png) Figure: Closure Code Bulk Upload 17. Go back to the List page and view the configuration uploaded to the list page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/list(8).png) Figure: Bulk Upload ## **Actions** This section explains all the icons displayed on the **Actions** panel of the **Closure Code** page. **Show List** If you are on the any Closure Code and would like to go back to list page, click **Show List** the Closure Code to view the List page quickly. The List page displays all the configured Closure Codes. - To edit a Closure Code, click the **Closure Code**. Make appropriate changes and click **Submit**. - To display the inactive Closure Codes, click the **Include Inactive** check box. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/inin.png) Figure: Include Inactive A role template, also known as a role definition or role blueprint, is a pre-defined template that describes a set of permissions, privileges, and responsibilities associated with a specific role within an organization or system.