Overview

Updated on 13 Sep 2023
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Sealing Success! embrace the Closure Code for Efficient Work Order Completion.

A Closure Code in a Work Order refers to a predefined code or label used to indicate the reason or status for closing the Work Order. When a particular Work Order is completed, resolved, or no longer required, the IT staff or technician selects an appropriate closure code from a predefined list to signify the reason for closing the work item. Closure Codes provide clear and standardized information about why a specific Work Order is being closed. It helps IT staff and stakeholders understand the outcome of the work performed. Closure Codes help in populating the ITSM application's knowledge base with information about the resolutions and outcomes of different types of work items. This knowledge can be referenced for future problem-solving and decision-making. They provide valuable data for conducting root cause analysis. By analyzing the closure reasons, IT teams can identify trends, recurring issues, and opportunities for process improvements.

User Persona: Administrator

Figure: Closure Code Benefits

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

In a large organization, the HR department is responsible for managing the process of employee termination and offboarding. When an employee resigns or is terminated, the HR team initiates an offboarding process to ensure a smooth transition and compliance with company policies and legal requirements.

John who is an employee of ACME services submits his resignation and has to complete the formalities to officially exit the organization. He initiates the exit process with the following steps in order to fulfill the employee offboarding process:

Resignation Notification: An employee, John, submits his resignation to his manager. The manager notified the HR department about John's resignation.
Offboarding Initiation: The HR team initiates an offboarding Work Order in the HR Service Management system for John.
HR Exit Interview: HR conducts an exit interview with John to gather feedback about his reasons for leaving the company. During the interview, HR records the relevant information and documents it in the Work Order.
Clearance Process: HR initiates the clearance process, ensuring that John returns company assets, settles outstanding dues, and completes all necessary formalities. As each clearance task is completed, the HR team updates the Work Order accordingly.
Reason for Offboarding: Before closing the offboarding Work Order, the HR team uses a Closure code to categorize the reason for John's offboarding. The available closure codes may include "Resignation," "Termination," "Retirement," "End of Contract," etc.
Termination Cases: In cases where an employee is terminated due to performance issues or policy violations, the HR team selects the appropriate closure code, such as "Termination."
Documentation and Compliance: The closure code selection also triggers specific documentation and compliance steps, such as generating termination letters, updating payroll, and revoking access to company systems.

Let's configure Closure Code for a work order, click on the following icon for configuration details:


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